By Paul Greenberg on January 8, 2018
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.
By Paul Greenberg on December 18, 2017
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.
By Paul Greenberg on December 12, 2017
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.
By Paul Greenberg on November 20, 2017
What does it take to become a mature company that can compete full bore in a marketplace? Paul Greenberg’s newly hatched EMI will highlight the companies worth watching.
By Paul Greenberg on October 31, 2017
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.
By Paul Greenberg on October 17, 2017
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.
By Paul Greenberg on October 9, 2017
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.
Posted in Trends & Concepts
By Paul Greenberg on July 18, 2017
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 […]
By Paul Greenberg on July 10, 2017
Well, while I am still heads down on writing the final chapters of my new book, The Commonwealth of Self-Interest: Customer Engagement, Business Benefit, now due out between June and August of next year from Harvard Business Press (a long-winded approach if I have ever had one), I, of course, continue to provide you with […]
By Paul Greenberg on May 15, 2017
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.