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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 “Random thoughts on CRM”

  1. Random Thoughts on Customer Engagement, CRM, and Social CRM : Enterprise Irregulars

    […] read with interest Paul Greenberg’s, “Random Thoughts on CRM.”  They don’t call Paul the “Godfather of CRM” for nothing, and this post got some old […]

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  3. Chad Sakonchick

    I have mixed feelings about this post. On one hand, I agree with you and am excited for all the great things CRMs are becoming capable of. On the other, I strongly dislike the list of buzzword niches you listed. The four companies you list as being the market leaders (they are, so no arguments there) are the culprits as to why Customer Relationship Management has been sales software for the past two decades.

    The evolution that CRMs are experiencing right now are due to them being adopted by the larger market and smaller customers demanding more from their vendors. Rightly so. A CRM should take care of the customer from the beginning to the end. Light marketing features and customer service will creep into the feature sets and it’s up to the vendor to make sure it’s done in an elegant way, not bolted on like Pardot/Radian6/ExactTarget is.

    I look forward to CRM Idol, we’ll be pimping our app and crossing our fingers for a coveted top 25 spot.