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ZDNet Author Biography: In addition to being the author of the best-selling CRM at the Speed of Light: Essential Customer Strategies for the 21st Century Paul Greenberg is President of The 56 Group, LLC, a customer strategy consulting firm, focused on cutting edge CRM strategic services and a founding partner of the CRM...; more about Paul Greenberg »

ZDNet Resources

CRM Association-Netherlands Rocks Het Huis!: 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...; Tags: Car, Amsterdam, Conference, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Paul Greenberg; Blog posts 2009-11-16
Organic Social Networks, the Yankees and....Wha'? (UPDATE: WE WON OUR 27TH WORLD SERIES!): Needless to say, being a Yankees fan of the entirely driven and committed sort, I'm biting every nail on my hands off and frankly, if I could reach my feet, would go at those nails too (Ugh.). I do that every time that the Yankees are in the playoffs or...; Tags: Facebook, Network, Twitter Inc., CRM, Games, Social Networking, Personal Technology, Online Communications, Marketing, Advertising & Promotion, Paul Greenberg; Blog posts 2009-11-04
RightNow Right Now is Right On: The RightNow User Conference was a significant transformation point for the company - for the better for the most part. I'm looking at the products which indicate smart short term value and the culture change, which indicates serious long term value. by Paul Greenberg; Tags: RightNow Technologies, Paul Greenberg; Blog posts 2009-10-29
Finally! A Three-Cornered Consulting Service for Enterprise 2.0: Its not too often I endorse a new service - in fact, I never have without a lot of due diligence and at least some production history. Â So, for the first...and potentially only....time ever, I'm telling you that I'm truly excited about the launch of Pragmatic Enterprise 2.0. Â I'm...; Tags: Socialtext, Enterprise 2.0, Framework, Pragmatic Enterprise 2.0, Michael Krigsman, Ross, Blogging, Strategy, Internet, Management, Paul Greenberg; Blog posts 2009-10-20
Oracle OpenWorld 2009 - Social CRM Technology Rears an Actual Head: I am almost always in awe of Oracle OpenWorld.Â The scope of this conference is spectacular. Can you imagine an event that the attendance is down to 37,000 attendees?Â Actually, that puts me in awe of their event planners more than even the event. How in the name of whoever...; Tags: Oracle Corp., Siebel Systems Inc., CRM, Anthony Lye, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Paul Greenberg; Blog posts 2009-10-14

Salesforce.com Plays In the Enterprise - Again: Back in 1999, I was a salesforce.com user and at that time, it was a ratherÂ kludgy sales force automation application that didn't do much right - for example if I tried to export a .CSV file it gave me an .XLS file and vice versa. Â I read something by Marc...; Tags: Salesforce.com Inc., Accounting, Financial, Sales Force Management, Sales Force Automation (SFA), Sales, Enterprise Software, Software, Paul Greenberg; Blog posts 2009-10-07
A List: CRM(ish) Reading Worth it.: Sorry to have dropped off the radar for awhile. I was on the road. Â First in Chicago having facilitated a customer event with Sword Ciboodle customers at the Union League Club - one that included a presentation by Brian Carey of Sears on what Sears is doing to improve the...; Tags: Sears Roebuck & Co., Social Media, Customer, CRM, Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, Software, Marketing, Paul Greenberg; Blog posts 2009-09-28
Brent Leary Expounds: The SMBs Rejoice: Brent Leary, who is not only my bud, but one of the leading, no, the leading, small business consultant and analyst when it comes to small business (duh!), CRM, social CRM and social media, Â is someone that I want to highlight on these pages. Â Not that you need to come...; Tags: Salesforce.com Inc., Leader, Small Business, Small And Medium Business, CRM, Brent Leary, Maximizer Needs, Price Point, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Paul Greenberg; Blog posts 2009-09-14
Now I Know Why I Can't Stand the Washington Redskins: About 15 minutes ago I saw this story in the online version of the Sporting News: "Redskins suing fans who can't keep their season's tickets." I now know why I can't stand the Redskins and their ownership. The story is clear enough: The Redskins...; Tags: Team, Fan, Team Management, Management, Paul Greenberg; Blog posts 2009-09-04
Voice of The Customer: Speech Meets Larynx at CRM Evolution 2009: Last week, I keynoted the CRM Evolution 2009 conference - probably the best conference I ever attended, though I was biased because I also chaired it - first time I ever chaired a conference - so I had the opportunity to be a participant in more than just the speech....; Tags: Voice, Conference, Presentation, CRM, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Paul Greenberg; Blog posts 2009-08-31
Deconstructing United Airlines: Where Customers are Transactions: 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.Â Â You'd see hundreds of thousands of United Airlines frequent flier FF miles;...; Tags: Customers Ltd., Mile, Customer, United Corp., United Airlines, Corporate Communications, Workforce Management, Training And Certification, Marketing, Human Resources, Paul Greenberg; Blog posts 2009-08-20
Enterprise Irregulars Join Social CRM Fray: I'd say that the headline is a bit of an understatement or maybe even a misstatement by me. Â Let me tell you why. If your life preference is to cower under bedcovers, then you might not have heard of the Enterprise Irregulars EI.Â Â Â They are a group of iconoclastic, often...; Tags: Blog, Customer, CRM, Ross, Customer Insight, Advertising & Promotion, Customer Relationship Management (CRM), Sales Strategy, Enterprise Software, Marketing, Software, Sales, Paul Greenberg; Blog posts 2009-08-12
Inside Curve: Lane Bryant Scores Plus Plus: Who doesn't love style and fashion?Â Well, I suppose I don't love fashion, judging from my incredibly poor clothing selection skills (I rely 100% on my wife, who has mad skills when it comes to picking out good looking clothes) but I am in love with style. I love to...; Tags: Apparel, Exclusion, Community, Brand, Women, Network, American Eagle, Bebe, Curve, Jay, Kate Moss, Gender And Diversity, Social Networking, Branding, Human Resources, Online Communications, Marketing, Advertising & Promotion, Paul Greenberg; Blog posts 2009-08-03
Dead Finger Tech: MLB At Bat + MLB iPhone App = Summer Bliss: If you've been reading ZDNET blogs much this week, you'll notice that there are a lot of a lot of them that are called "Dead Finger Tech" and then there is some piece of technology that follows.Â Us'n ZDNET bloggers have been asked to name that one piece of technology...; Tags: Apple iPhone, MLB, Video, Games, Personal Technology, Paul Greenberg; Blog posts 2009-07-27
Coca-Cola Teaches The World To....: "Participating in the community of the consumer." I love that phrase.Â That's the way Jim Keyes, Blockbuster CEO described their Facebook group - which is for the most part, despite all our conversations to the contrary, is what most people think of when you say "community" or "social network"...; Tags: Facebook, Fan, Coca-Cola Co., Beverage, Customer, Machine, Coke, Coca-Cola Freestyle, Food & Beverage, RFID, Manufacturing, Wireless And Mobility, Security, Biometrics, Paul Greenberg; Blog posts 2009-07-15
Time to Put A Stake in The Ground on Social CRM: The debate and discussion about what defines Social CRM a.k.a. CRM 2.0 vs. its traditional parent has been going on for about 2 years pretty regularly and started, according to thought leader Graham Hill almost a decade before that. Personally, I'm done defining it and am moving...; Tags: Customer, Business, Tool, CRM, Social CRM, SCRM Business Strategy, Co-creation, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Paul Greenberg; Blog posts 2009-07-06
Enterprise 2.0 2009 Conference: Aggregate and Organize: I finally made it to Boston for the Enterprise 2.0 conference with my record intact. That record would be that I have NEVER in 15 years of flying to Boston a hundred times, NEVER, repeat again, NEVER been on time both ways.Â This one was resolved quickly because my flight...; Tags: Paul Greenberg; Blog posts 2009-06-24
Outcome Based Social Networks: Yet Another CRM at the Speed of Light Excerpt: I'm going to finish the book today. CRM at the Speed of Light, 4th edition will be done by the time that the day ends - though I suspect a lot sooner.Â It's going to be a 750 page tome - mostly print, some supplemented electronically, on CRM 2.0 -...; Tags: Network, Outcome, YouTube Inc., CRM, Outcome Based Social Networks, Social Networking, Networking, Online Communications, Marketing, Advertising & Promotion, Paul Greenberg; Blog posts 2009-06-18
Guest Post: Steve Wylie on The Enterprise 2.0 Conference: I'm heading over to the Enterprise 2.0 conference in Boston on June 22. If you're interested in the social customer and how businesses should respond to them - and how workplace performance can be improved - this is the one conference you shouldn't miss all year.Â I mean that.Â Go.Â ...; Tags: Information Technology, Enterprise 2.0, Conference, Paul Greenberg; Blog posts 2009-06-11
Excerpt #2: Customer Experience - Chap 21 from CRM @ The Speed of Light, 4th ed.: I have to be straight with you. I'm entering the head down, grind it, drive to the goal line when it comes to CRM at the Speed of Light's 4th edition.Â Which means that in other areas that I'm writing, I'm treading water. So there is a dual purpose to...; Tags: Expectation, Interaction, Customer, Customer Experience, CRM, Strategy, Management, Paul Greenberg; Blog posts 2009-06-04