Paul Greenberg is a thought leader in CRM and literally wrote the book. His best-selling book, CRM at the Speed of Light: Social CRM Strategy, Tools, and Techniques for Engaging Your Customers, now in its fourth edition, is in 9 languages and has been called “the bible of the CRM industry.” Paul is the Managing Principal of The 56 Group, LLC, a customer strategy consulting firm, focused on cutting edge CRM and customer engagement strategic services. He has developed strategies and helped define CRM, social CRM, and customer engagement products.
Brent Leary is a CRM industry analyst, advisor, author, speaker, and award winning blogger whose clients include Microsoft, Oracle, Salesforce.com, SAP and other major technology companies. In 2009 he co-authored Barack 2.0: Social Media Lessons for Small Business. He is the host and executive producer of the Technology for Business Sake television program airing in Atlanta, and is in the process of writing his next book, The Amazon Effect: How a New Customer Culture is Creating Crazy New Business Opportunities and Killing Companies That Won’t Adapt, due out in late 2017.
Alan Berkson is Director of Community Outreach for Freshdesk. He blogs and speaks about technology, digital media, and customer service based on his deep experience across Main Street, Wall Street, and the United Nations, and as a pioneer in the managed services business in the SMB market. Alan was recently named one of the top 100 Most Social Customer Service Pros on Twitter by the Huffington Post.
“By 2020, the Customer Experience will overtake Price and Product as the key brand differentiator.” - Walker
Given this fact, what are the most important steps & techniques you can leverage and institute to mitigate this business challenge? As we traveled the world with our Customer Happiness Tour, this was a common theme. We heard repeatedly from practitioners: "How do I provide exceptional customer service in a rapidly changing CX environment, one in which customer expectations are higher than ever?"
- How do I hire and train the right people for my customer support teams?
- How do I manage and scale this group to meet the growing needs of our customers and our company?
- How do I measure my customer support?
- How do I incorporate self service, mobile and other trends in the industry?
- How do I infuse the customer experience into my brand and corporate culture?
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