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Founder, Managing Principal, The 56 Group, LLC, author of several best-selling books, including CRM at the Speed of Light: Social CRM Strategies, Tools, and Techniques for Engaging Your Customers, but most importantly known as the Grandfather of CRM.

3 responses to “CRM Musings, Miscellany and Doings”

  1. CRM Musings, Miscellany and Doings – Enterprise Irregulars | Insightment

    […] CRM Musings, Miscellany and DoingsEnterprise IrregularsThe reason is simple; they haven't been able to compete with their larger industry brethren such as Oracle or SAP when it comes to analytics. That was the other great hole in the salesforce ecosystem. They have the Radian6 Insights Platform, which as … […]

  2. oscar

    Great article Paul. I believe that many firms often overlook the customer experience. As you stated, the experience is short term and may consist of a couple phone calls or emails. Customers are what make a firm grow; without clients, a firm cannot operate. So why aren’t firms putting more effort towards the customer experience? The engagement process happens, as you stated, by making the customer want to interact with that company; the customer will engage with a company as long as they are having their needs met. Firms must to everything they can to meet the needs of their clients, therefore the customer experience must be the number one priority. That short-term customer experience is what eventually produces life long customers. Firms need to realize this and act on it before it is too late. I believe the first step is to invest in a good CRM system. The current CRM platform I am using is GreenRope and I use them because of the many features they have integrated in their software and also because they believe in the importance of the customer experience. They provide world-class customer support and their platform includes many features that other platforms do not include. Firms have to put a bigger emphasis on the customer experience if they wish to expand their market and be successful.

  3. Blog :: Scribe Software » Best of CRM: July 13th

    […] CRM Musings, Miscellany and Doings By: Paul Greenberg (@pgreenbe) In this article, Paul ranges from providing thoughts on previous CRM Idol winner BPMonline, comedic respite with The Onion’s parody of HP’s cloud offering, missed Salesforce acquisition news, and much more. He also links to a slew of solid analysis regarding Oracle’s new partnerships and gives his own take on what it means to focus on long-term customer relationships rather than short-term customer experiences. These represent only a portion of Paul’s blog post — read the full article for more details, including the framework for Paul’s upcoming community-based website. […]