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Paul Greenberg

Managing Principal at The 56 Group, LLC

Manassas, Virginia, United States

22927 Followers

Paul Greenberg is founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing strategy.

His book, CRM at the Speed of Light now in its 4th edition, in 9 languages, has been called “the Bible of CRM”.

He was elected to CRM magazine’s CRM Hall of Fame in 2010. He writes on customer-facing matters for CBS’s ZDNet tech media property (blogs.zdnet.com/crm). Paul, called the “Godfather of CRM” sits on numerous boards including Constellation Research’s Board of Advisors.

He recently published (2019) a book on customer engagement entitled “The Commonwealth of Self-Interest: Business Success through Customer Engagement.

Paul GreenbergPoints
Academic0
Author102
Influencer229
Speaker0
Entrepreneur0
Total331

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Individual
Business Unit: Strategy
Theatre: Global
Media Experience: 20 years
Last Media Interview: 07/01/2019

Areas of Expertise

CRM 100
Culture
Customer Experience 43.80
Design Thinking
Digital Disruption 30.15
Digital Transformation 35.86
Emerging Technology
Innovation 30.15
Leadership
Marketing 30.30
Sales
Social 39.59
Sustainability
Analytics 30.52

Industry Experience

Federal & Public Sector
Financial Services & Banking
High Tech & Electronics
Higher Education & Research
Hospitality
Media
Other
Professional Services
Retail
Travel & Transportation

Publications

22 Article/Blogs
Sport businesses become digital media companies in the digital media revolution
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July 01, 2019
Another post by my favorite sports influencer and thought leader, Stephen Bourke. He charts the present and the future of an industry that has enormous impact: sports.

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Tags: Analytics, Digital Transformation

CRM Watchlist 2019 winners: The big engines that could part one -- Infor and SAP
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June 17, 2019
SAP and Infor won the CRM Watchlist 2019 -- and they did so with some power. They both have some similar and some very very different reasons for their victory, but a victory nonetheless. SAP won, and they win more often than not, and here's why. Infor won, and they won for some truly distinctive re

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Tags: CRM

The great UK rail disruption: How Virgin Trains restored order from chaos
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June 11, 2019
Virgin Trains, a ServiceNow customer, is undergoing transformation like so many industries. Where it differs is with its team, its perspective, and its success. Listen to John Sullivan, Virgin Trains CIO tell you about it. You will learn something.

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CRM Watchlist Winners with Distinction part two: Salesforce
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May 20, 2019
Salesforce and Adobe were the two CRM Watchlist 2019 Winners with Distinction. Last week, I covered Adobe. This week, Salesforce. Want to know why Salesforce has the impact it has? Think culture. And then think everything else.

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CRM Watchlist Winners with Distinction 2019 part one: Adobe
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May 13, 2019
The CRM Watchlist Winners with Distinction won top honors for a reason. Let's start by seeing what Adobe did to win -- and why analyst bias was used as a positive not a negative.

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Modernizing B2B sales: Here's a formula for winning the race
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April 24, 2019
Today's Formula 1 car is a high-speed data hub covered in sensors that measure every performance detail as well as the driver's biometrics. Meanwhile, B2B sales is stuck in first gear. Here's how to get to the top step of the podium.

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Riding the K-wave: Disruptive innovation in the age of sustainability
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March 25, 2019
We're at the beginning of a new economic cycle, a K-wave; one that will offer the greatest industry, job, and wealth generating opportunities in history. If this movie looks familiar it's because you remember the beginning of the age of IT.

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Customer engagement: Context, meaning, and measurement
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March 18, 2019
Industry expert practitioner Elizabeth MacAuley-Italiano gives her take on customer engagement, its definition, framework, and its practicality. Pay close attention -- this can help define what you do moving forward.

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ABM is good, but CBM -- courage-based marketing -- is better
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February 26, 2019
Shail Khiyara, CXO of UIPath writes of something that is different and interesting and important for marketers and pretty much everyone to understand in the 21st Century: Taking chances, innovating, showing some courage in how you address the marketplace.

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Emergence Maturity Index Award 2019: And the winner is...
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February 13, 2019
Emerging companies in the tech world are a dime a dozen that tend to fail in anonymity. Once in awhile a company breaks free from the pack - usually because they behave as a company and not just an institution with cool tech. The EMI Award is for the small and emerging company closest to a break out

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CRM Watchlist 2019: And the winners are....
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February 11, 2019
It's that time again: The 13th annual CRM Watchlist award winners are here. See which companies not only had the most impact in the customer-facing technology world in 2018 but are likely to continue to have it for the next few years.

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Only a game? Sport isn't just for spectators... it's a platform
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February 06, 2019
Now that platform models offer greater economic value than traditional modes, and since sport is a microcosm of society, sports business guru and educator Stephen Bourke argues that the sports industry has become a virtual platform for economic businesses.

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The state of digital transformation and the work to be done
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January 29, 2019
Brian Solis and Altimeter Group's 2018-2019 State of Digital Transformation report tells you volumes about where we are when it comes to actual digital transformation. Are we walking the walk? Talking the talk? Get the scoop on the maturity of the efforts for business transformation. With the data.

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Impressions #1 (2019): Random thoughts on the customer-facing world in the new year
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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.

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Best Buy, the worst buy: Lessons from the field and online
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November 26, 2018
Best Buy, a company that I've shopped at and admired for years, showed me signs of systemic issues and some truly bad decision making. What the problems are and how to fix the company to make this a "Best Buy" once again. Read on.

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The case for business model innovation: A sports story
ZDNet
October 22, 2018
Once again, sports strategist Stephen Bourke makes the case for business model innovation in sports -- that applies to everyone and everything.

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Tags: Digital Transformation, Digital Disruption, Innovation

Social CRM: The Conversation
ZDNet
October 05, 2018
ZDNet blog that covers Customer relationship management, customer experience, customer engagement. All things customer-facing

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Tags: CRM, Customer Experience, Marketing

Adobe buys Marketo: Who wins, who to watch
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October 01, 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.

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Evolution of data platforms: Using the right data for the right outcomes
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September 17, 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.

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What to do with the data? The evolution of data platforms in a post big data world
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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?

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Personalization and Humanization: Serious about customer engagement? Then you need them both
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September 05, 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

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Why sport is one of the most disrupted industries
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August 14, 2018
Sports doesn't need to create advocates -- the type of customer that most companies can only wish they had. Sports has them by the millions. They're called fans. Stephen Bourke delivers a fascinating perspective on fan engagement, digital transformation, and tech -- and these lessons hold regardless

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2 Books
The Commonwealth of Self Interest: Business Success Through Customer Engagement
56G Press
April 01, 2019
A hopefully definitive book on customer engagement including the frameworks, strategies, programs, culture, technology, methodologies and best practices on how to create a customer-engaged company. Written with dozens of cases studies, real life experiences to highlight who's doing it well and on occasion who isn't. It is also entertaining if I do say so myself - and, after all, I am the author.

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Tags: Customer Experience, Digital Transformation, CRM

CRM at the Speed of Light, Fourth Edition: Social CRM 2.0 Strategies, Tools, and Techniques for Engaging Your Customers
McGraw-Hill Education
October 01, 2008
Social CRM is critical to business success in today's hyper-connected environment. Customers' expectations are so great and their demands so empowered that a Social CRM strategy must be built around collaboration and customers engagement, not traditional operational customer management. It's the company's response to the customer's control of the conversation that makes Social CRM work.

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Tags: Customer Experience, Social, CRM

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