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Deconstructing the Process

RightNow's New Customer Service Agreement Genuinely Important

RightNow’s New Customer Service Agreement Genuinely Important

By Paul Greenberg on March 5, 2010

Once in awhile there is something that isn’t only important coming out of the vendor community but actually kind of refreshing.  Given my right-brained proclivities, I didn’t think it would come from the world of contracts (that’s a Ray Wang specialty), but interestingly enough it does. RightNow released the details of its new Customer Service […]

Posted in Business, Featured Posts | Tagged Altimeter Group, CRM Best Practices, crm vendors, customer service, Deconstructing the Process, Industry Analysis, RightNow, RightNow CSA, SaaS, salesforce.com, sla, software as a service

CRM Association-Netherlands Rocks Het Huis!

CRM Association-Netherlands Rocks Het Huis!

By Paul Greenberg on November 16, 2009

I’m in love with Amsterdam….no wait, I love it but I’m not in love….no, hold on, I like it a lot, but I’m not in love, nor do I love it.
The Theory….
Interestingly enough (to me at least and who else am I really writing this for anyway?), while this may seem to be nothing more […]

Posted in Trends & Concepts | Tagged Amsterdam, customer service, Deconstructing the Process, microsoft, Netherlands, Social CRM, social networks, Speaking On CRM, Thought Leadership

Deconstructing United Airlines: Where Customers are Transactions

By Paul Greenberg on August 20, 2009

United Airlines: Customers are Merely Transactions
If you’re a loyalty marketer and look at my United profile, you find something that would make you 4.5 on a scale of 5.0 when it comes to warm and fuzzy.   You’d see hundreds of thousands of United Airlines frequent flier (FF) miles; a pattern that suggests that I fly […]

Posted in Trends & Concepts | Tagged CRM - Traditional, CRM Strategy, customer service, Deconstructing the Process, Social CRM, Traditional CRM Best Practices

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