This webcast is part of the Customer Management Webcast series, Voice of the Customer, presented in association with BPT Partners.
Program Content:
Social media is dramatically impacting how we engage customers. Traditional means of communication through messaging and marketing campaigns are no longer adequate. The new social media, blogging, user communities, podcasting, and social networking are increasingly becoming tools of choice for businesses seeking to establish a truly customer-centered paradigm. In this session, Paul Greenberg provides a framework to understand and use the latest social media tools: blogs, podcasts, and social networks. Attendees will hear how to develop a successful business ecosystem that enables your customers to be active participants within your business.
Learning Objectives:
In this web seminar, Paul Greenberg explains:
- How new social media tools are changing companies relationships with their customers from a top-down, “command and control strategy,” to a culture of participation and co-creation of value
- Why it is imperative to establish meaningful interactions with customers, prospects, and others who are important to your business success using new social media
- How blogs and podcasts have the power to disseminate information and host global conversations on any topic
- Examples of high impact uses of social media and CRM 2.0
Intended Audience and Level of Understanding:
This seminar is for professionals seeking to increase their knowledge of, and identification of opportunities, for the application of social media and CRM 2.0 techniques, technologies, and approaches needed to deliver an engaging customer experience using social networks, blogs, podcasts, and wikis. The session is interned for those in sales, marketing, customer support, and IT, and anyone in the CRM space desiring to enhance the customer experience.
About Paul Greenberg, Chief Customer Officer
Paul Greenberg is an internationally renowned expert on CRM and one of CRM's most influential authors. His best-selling book, CRM at the Speed of Light: Essential Customer Strategies for the 21st Century, is now in eight languages and is used as a textbook in over 60 countries and universities across multiple continents. It is called "the number 1 CRM book" by SearchCRM.com. The Asian edition of CIO Magazine named it one of the 12 most important books an Asian CEO will ever read. It is called "the bible of the industry."
Greenberg has years of experience with both CRM and Enterprise Resource Planning (ERP). He has built SAP and People Soft practices and has extremely deep ties into the CRM and enterprise applications communities. He regularly writes for publications like CRM Magazine, SearchCRM.com, and Customer Think. He is a contributor to multiple other national business magazines and newspapers including the New York Times where he is often quoted as a subject matter expert. Greenberg is considered one of CRM's leading authorities on strategy and the state of the market. He is a keynote speaker at conferences and seminars in the United States, across Europe, Asia, and Australia.
Greenberg is the co-chairman of the newly created CRM Research Center at Rutgers University and has been named the Executive Vice President for the CRM Association. He is a member of the Board of Advisors of Baylor University's MBA CRM Program, Destination CRM Board of Experts, SearchCRM Expert Advisory Panel and the Customer Think Expert Guru Panel, among many others.
Greenberg is a founding principal and executive director of BPT Partners, the premier training and education company focused on advancing the skills and competency of professionals in the CRM industry. He is president of the 56 Group, an enterprise applications consulting services firm, focused on CRM strategic services. Prior to his position as president of the 56 Group, LLC, he was the executive vice president of Live Wire, Inc. a Massachusetts-based enterprise applications staff augmentation company. Before that, he was vice president of marketing for Atlantic Duncans International (now Optimos) where he was responsible for developing and securing strategic relationships with critical vendors and partners. In addition, Greenberg was the director of strategic relations for Nexgen Solutions, Inc., where he was directly responsible for generating business development working with Fortune 500 clientele.
