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About Paul Greenberg:

President

The 56 Group, LLC

Paul Greenberg is recognized as the #1 influencer in CRM and is the author of CRM at the Speed of Light, called the Bible of the industry. In 2010, he was inducted into the CRM magazine CRM Hall of Fame, one of six members.

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Experience on the Edge Podcast #2 - Industry Cuts and Bruises, Lists, and the Left Brain

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Posted September 15, 2010 with 1064 reads

Keywords: Customer Experience Management, Podcasts, Social CRM

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Another great Social CRM podcast from the one and only Paul Greenberg. This time around, Paul tears apart a few marketing and PR firms as well as vendors and anything else in his way. He talks about Mark Hurd's move to Oracle, Doc Searls CRM/VRM confab, and the 5 misconceptions of Social CRM. Finally, Paul covers the new Forrester Group report on CRM selection. Buckle up!

Listen to the audio: (length 01:03:10)

or download here (right-click, save as)

Segment 1 – Opening Gun

This time around I rip some marketing, public relations, analyst relations firms and read some seriously stupid emails I got from people who claim to represent vendors one way or the other. I also point out that it is a likely fatal mistake to ignore either longstanding industry veterans or up and coming thought leaders.

Segment 2 – Industry Cuts and Bruises

Mark Hurd, former CEO of Hewlett Packard has been hired as co-president of Oracle with Safra Katz. Good move? Iffy move? I speculate a little bit, including being happy that Charles Phillips left Oracle. Not a fan.

Plus I take a brief look at late August’s CRM/VRM confab run by Doc Searls at Harvard. AND announce upcoming events. Making things busy where they aren’t, I outline a few events upcoming that I’ll be participating in, including:
1. A CDC Software (Pivotal) webinar on “Getting a Return on Social CRM”

Segment 2A – Industry Cuts and Bruises - Shout Outs

There are a number of PR/AR people who are wonderful. They are given a shout out (in no particular order) – The Quicksilver Shout Out

Segment 3 – Lists

Got a frontrunner for the name of this segment. “High5, Low5”. But the winner is still possibly out there. That means by the end of October we will have chosen one. So get in your entries. A $50.00 Amazon gift certificate awaits your hot little hands.

The list today is a bad one hence the negative music. This is 5 Misconceptions of Social CRM.( I told you it was bad.)

SCRM is a substitute for CRM
The Social Media crowd and the CRM crowd are feuding
It’s the same as social media.
Its fluffy, a crock, not really anything.
There’s no way to measure a return.

You’ll just have listen to hear my refutations.

Commercial for Me

I play a song (see the music section to find out what song).

Segment 4 – Inside the Left Brain

I do a deep dive on Forrester Group Bill Band’s excellent document on “Benchmarks for CRM Selection and Deployment – 2010.” Bill talks about it on his Forrester blog here. This has some surprising but revelations, which nonetheless is consistent with the thinking of many industry folks.

Of course…The Music

Some of which is brought to you by Mevio.com’s Music Alley at music.mevio.com. The rest is from Iodapromonet.com. Both great sites for seriously good artists and Creative Commons licensed music.