Global CRM

Global CRM

Every once in a while, you gotta let loose a little. Even if it hurts.

My pal and CRM guru extraordinaire, Paul Greenberg (see the link to his blog to your right), said, 'Paulie, great blog! But you GOTTA LET LOOSE!"

Now, I don't think anyone who saw the two Pauls together (see the picture from the 2005 Greater China CRM, where the two Pauls sandwich Ro and Rafael) would think of Felix and Oscar of Neil Simon's The Odd Couple. We're more like Niles and Frasier. Peas in a pod. But when it comes to writing, Greenberg is the free-form, stream-of-consciousness, in-the-body, Moveable Feast Meets Langston Hugues Meets Garcia-Marquez Meets Jack Kerouac winner, hands down.

It's all part of the Greenberg Gestalt, though -- it's not that he's primarily a WRITER. He's a LIVER. With caramelized ONIONS. No -- I mean, the guy just embraces life. And in fact he embraces a good many attractive young women, who flock to him like paper bits to a plastic comb in a cold Connecticut December. You should see him in action at a convention. It's true, from Shanghai to Washington DC.

The thing I love about Paul Greenberg is that he gets as silly crazy as I do about simple observations that are Important and Obvious.

Things like this:

1. Customers are critical to a business' success.
2. Customers are people, too.
3. Get off your darn call center script and TALK TO ME.
4. Don't put lipstick on a crappy CRM system and call it Cinderella.
5. OF COURSE IT'S ABOUT THE CUSTOMER EXPERIENCE. Don't act surprised!

I'll be writing about CEM here, soon. It's the next TLA. (Anybody who can guess what TLA stands for wins a free copy of my latest peer-reviewed journal, worth $1.)

So, I loosened up a little, Paul G. I'm exhausted. Now it's time to think about the next writerly, non-loose blog posting.

Old habits die hard, baby.