As part of a new series of roundtable interviews, social CRM guru Brent Leary talks to leading experts from the world of CRM and social CRM about topical issues relating to customer relationship management and social CRM.
This roundtable session's panel consists of...
- Brent Leary: Architect and chair of the social CRM roundtable sessions, Brent Leary is co-founder and partner of CRM Essentials LLC, a CRM consulting/advisory firm focused on small and mid-size enterprises. Leary has over 15 years of IT and management consulting experience working on projects for PricewaterhouseCoopers, BellSouth, Compaq, the IMF and World Bank.
- R 'Ray' Wang: R 'Ray' Wang currently is a Principal Analyst and CEO at Constellation Research Group. He previously was a founding partner and research analyst for enterprise strategy at Altimeter Group and the author of the popular enterprise software blog A Software Insider’s Point of View.
- Paul Greenberg: Paul Greenberg is author of CRM at the Speed of Light and president of The 56 Group. He is also managing partner/CCO of BPT Partners, executive vice president of the National CRM Association and co-chair of the Rutgers CRM Research Center.
- Esteban Kolsky: Esteban Kolsky is the principal and founder of ThinkJar, an advisory and research think-tank focused on Customer Strategies. He has over 22 years of experience in customer service and CRM consulting, research, and advisory services. Most recently he spent eight years at Gartner, focused on customer service and CRM research.
Brent Leary: Hello, this is Brent Leary and this is the very first CRM roundtable discussion for MyCustomer.com. Every month we are going to do a series with three outstanding experts in the space. To kick this one off, the very first one, we had to do it right - so with me today for the very first CRM Roundtable conversation is Paul Greenberg founder of the 56 Group and author of the best selling CRM at the speed of light book series. Paul, thanks for joining me today.
Social media in the mainstream occupies a very large part of our attention through the next two to three years.
What I would like to see in the industry is a solid understanding that social is an enhancement to CRM, it doesn't replace it.
Are people incorporating social, not just because it is a fad, but they realise that they have to adopt this to be differentiated.