Football fans don't care about sports. Wait, what?

Football fans don’t care about sports. Wait, what?

The NFL’s challenges are your organizations’s challenges, too. The more successful an organization, the harder it is for the organization to change. Alex Slawsby explains.

Change agents aren't personas, they are human.

Change agents aren’t personas, they are human.

Brian Solis’ report, published by Altimeter/Prophet, is entitled, The digital change agent’s manifesto: How the people behind digital transformation lead change from within.

Paul at Dreamforce

The big 4 tech companies — my musings on two, Microsoft and Salesforce

This is the second of four year end posts that will wrap up things that I think I need to pontificate on like Microsoft and Salesforce, some loose ends for the CRM Watchlist 2019 plans for next year (yes, I know it’s 2018) and an award that I am reviving this year. Check it all out.

Shakespeare Would Have a Field Day: A Comedy of Errors

Shakespeare Would Have a Field Day: A Comedy of Errors

This was the imperfect storm of events when it comes to United Airlines. You won’t believe it when you read it, but I swear it was true. But great customer service can beat any problem.

Are you experienced? Customer lessons from Comcast, American Girl, and Irish whiskey

Are you experienced? Customer lessons from Comcast, American Girl, and Irish whiskey

The differences between customer engagement, customer experience, consumable experience, and brand experience can have significant impacts on your company’s strategy. Paul Greenberg explains it all for you.

Days of future past: Pardon me, is that laptop a real Louis Vuitton?

Days of future past: Pardon me, is that laptop a real Louis Vuitton?

Style matters — and it has as long human life has existed. Thanks mostly to Apple and its devices, style now matters in technology — and makes a difference in our purchasing patterns. Paul Greenberg reprises a post from 2006: References may have changed, but the lust for and value of style hasn’t.

Where's the ROI in your CRM? It's in the process.

Where’s the ROI in your CRM? It’s in the process.

I’m down to the last chapter of The Commonwealth of Self Interest: Customer Engagement, Business Benefit and then have some editing to do. But I want to make sure that you keep getting some good reading in while I finish this. A couple of months ago at CRM Magazine’s CRM Evolution Conference, I ran across […]

A company like me: Beyond customer-centric to customer-engaged

A company like me: Beyond customer-centric to customer-engaged

Being a “company like me” takes more than simple customer-centric actions, it takes customer-engaged behavior at the level of the company’s DNA. Here are the characteristics of a customer-engaged company. Embed them into your business’ genetic makeup.