By Paul Greenberg on January 10, 2019
I have a lot on my mind. Some of it wouldn’t make a PG-13 rating. What is here will, and they are small observations about our industry to begin the new year. E-commerce, business as a force for change, vendor movements, B2B, B2C, the best acquisitions, and, of course, the inimitable Steven Wright.
By Paul Greenberg on November 26, 2018
Please forgive me: First, for not having finished a post on the Humanization of Salesforce, which is the post that will be coming next in lieu of my normal Dreamforce post; Second, for even writing a “service experience” problem post, but once in a great while my personal pique, which is what usually keeps me […]
By Paul Greenberg on October 30, 2018
Mitch Lieberman, thought leader for CRM and conversations over the years, graces us with a discussion as to why conversational systems are incredibly beneficial to building both business relationships and customer engagement.
By Paul Greenberg on October 9, 2018
Shantanu Narayen, CEO of Adobe, is a great believer in the potential of the Adobe/Microsoft partnership. So am I. But can it create a new category and market around digital engagement and customer experience management?
By Paul Greenberg on October 1, 2018
Chris Fletcher, founder of the Aegean Group, former senior analyst at Gartner Group, and now an independent, opines on Adobe’s Marketo acquisition. You’d do well to read and listen. Chris has the chops. And the knowledge. And the experience.
By Paul Greenberg on September 18, 2018
Thought leader Esteban Kolsky takes on the big question: What will data platforms look like now that big data’s hype is over and big data “solutions” are at hand? This is the second part beckoning.
By Paul Greenberg on September 13, 2018
Thought leader Esteban Kolsky takes on the big question: What will data platforms look like now that big data’s hype is over and big data “solutions” are at hand?
By Paul Greenberg on September 5, 2018
We spend a lot of time on personalization of the customer’s experience, but as the customer demands more control over their choices and greater levels of interaction and better experience with the company, humanization comes to the fore. What’s the difference between personalization and humanization and why are both necessary?
By Paul Greenberg on August 1, 2018
The sports industry is exciting and cool and has brand equity like no other. Yet, the companies themselves don’t have a lot of money to spend on their business operations due to what they are (over)paying the athletes. Does this mean the tech companies selling tech to the sports world should ignore the industry they’re selling to? Apparently, they think so. Find out why is not only a bad idea, but a very very foolish one. And I’ll name some names.
By Paul Greenberg on June 18, 2018
SAP announced what is probably the most significant initiative as a company since their initial creation of SAP ERP R/2 back in the stone age. They are now customer facing, focused on customer experience, and are rearchitecting their offering around that idea. Right move? Wrong move? Read on and find out.