Paul Greenberg
OK, Time to Open 2008: The Year of the Totally Cool Social Customer
I love you. You love you. And, as I said, in such a manly dramaqueeny sort of way, two and a half years ago- most companies don't ACTUALLY love you, but want you to think they love you - because you love you (unless, of…
The Titans Begin To Square Off: SAP Versus Oracle Versus (Maybe) Salesforce.com
About a year ago, I made my predictions for 2007 in a blog entry that was based on some of my typically seemingly arbitrary but not too bad thinking at the end of the year - meaning I'm was really tired when I wrote...
Northwest Airlines Does It Another (and Another and Another) Time
Every now and then I get a customer service story that is so egregiously bad that it teaches the clear lesson that there is a line that can be crossed with any customer that just shouldn't and it isn't even a matter of corporate...
NetSuite Goes Micro-Vertical: Good for Them, Too!
For those of you who have short term memory problems (something like I do), day before yesterday, I wrote on the intriguing approach Microsoft took to provide its partners with the ability to host vertical versions of LiveCRM - and retain the revenues. Damned if...
Microsoft Makes Its Move–Vertically. Smart.
Microsoft is an enigma wrapped in a puzzle wrapped in a riddle? Not anymore. No riddle. No puzzle. The enigma remains kind of handy, though. They are finally getting much more aggressive with their CRM strategy - though much of it outside the U.S. -…
To Reach the Pinnacle of the Loyalty Ladder, You Must Have Advocates
High on the list of "must watch" contemporary business trends is something called community retailing. The business model calls for relying on a user community that works in a closed loop, which means that the community, itself, is responsible for the sales of the...
IDC Predicts: Social Networking a Winnah!!
IDC tends to be at times one of the most traditional enterprise applications focused analyst organizations. They are solid, capable and do good, if a bit expensive work, because they have a bright crew watching trends and a number of excellent people who know...
Smart Casual: Two VERY Different Journeys Cruisin’
Yvonne and I take a cruise annually. Every-single-year-since-2001. Each year, we find out something new, about how we can experience things, life, how great the opposite sex looks in their national environments, where to shop for fantastic bargains, what kind of flora and fauna...
Microsoft, Say It Loud: “I’m Hosted and I’m Proud!”
As many of you know, I've generally been a Microsoft booster, rather than one of their silly "evil empire" detractors. When it comes to their new CRM initiative, I'm rather impressed. In fact, I really like the idea of the single code base that Microsoft...
Good Service Doesn’t Mean Customer-Centric
I'm going to go out on a limb and make a bold statement: Just because you have good customer service people doesn't make you a customer-centric company. Around the clock, in just about any venue in the world, in almost every industry imaginable, company executives...
Experiencing the Experience: Redux
This is a piece that I did on my own blog on July 3 on how the iPhone and customer experience need to be looked at in this era - not as our historically left-brained compadres would have done so - but as Joe...
The Challenge Met: The Grandest CRM Business Blogs–Customer-Friendly, Toujours
In my last blog entry on "The 5 Gods of CRM Blogdom" a coupla weeks ago, Graham Hill put up a comment that kind of irked me. He said, these are great technology blogs but what are the best CRM business blogs? I remember...
The 5 Gods of CRM Blogdom
Okay, this one is simple. As you I'm sure don't know, I've been blogging since 2005 and I had one of the first CRM blogs back in the day. There are dozens and dozens of CRM blogs and blogs that are focused on the...
Ed Tech and Ed Schlesinger
My friend, Ed Schlesinger can start saying I told you so about....NOW. Ed has been toiling endlessly for the past roughly 4 years developing an AppExchange service called Studentforce for both higher education and high school students so that the current Gen Yers and...
Didn’t Take Google Long To Do Stand-Up
Just a brief follow-up from my prior blog entry from this morning. to prove the point. I got this little item in "Good Morning Silicon Valley" a regular column that's pushed to my desktop every single afternoon (I get the irony, okay...). Here's the...
Google Makes Me Want To Gargle
Google blows me away with their continuous attempts at spinning things that even a naive waif would know aren't true. Look. I think they were one of the most significant CRM-friendly technological innovations of the 20th and 21st centuries, because of the extraordinary customer...
“Customer Managed Relationships”: I Never Thought I’d Have So Much Fun in the Bathroom
CEM and CRM stink as acronyms. In fact, about 10 months ago, Disney Destinations, the travel agency arm of Disney changed its "CRM" acronym to "CMR," calling it a slight change in philosophy. The change went from "customer relationship management" to "customer managed relationships." Slight?…
NetSuite Continues To Roll
I like these guys as those of you who read my blog PGreenblog know, they are one of my six finalists for the 2007 Steppin' Out Awards announced yesterday. What makes me kvell over my selection is that companies that I choose keep going...
VRM Is VROOOOMING!!
For years, uncountable, yet, oddly engaging years, I have made my living and my piece and my "ommmm" on the mantra "when you buy the application, you buy the vendor" In fact, it was the very first thing I taught as a CRM guru...
CRM 2.0: Time for a Change, A Big Change
I'm a harpy. I'm a shrew (yes, I'm a guy. This is not a gender specific thing, people). I'm gonna be pushing CRM 2.0 down everyone's throat this year until they get it. CRM 1.0 has got to go. What do I mean by...