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Recommended CRM Readings

  • C. K. Prahalad: The Future of Competition: Co-Creating Unique Value with Customers

    C. K. Prahalad: The Future of Competition: Co-Creating Unique Value with Customers
    This is great stuff on co-creation of value. Take this book, mix it with The Experience Economy, a dash of CRM at the Speed of Light and the future is ours, man!!! (*****)

  • B. Joseph Pine II & James Gilmore: The Experience Economy

    B. Joseph Pine II & James Gilmore: The Experience Economy
    This is a groundbreaker, folks. One that you should be reading right now. Go. Shoo. Go get it now. It is affecting you as you read this, whether or not you know that. Seminal work on what has been a transition to a new type of economy. (*****)

  • Christopher Locke, Doc Searls, David Weinberger, Rick Levine: The Cluetrain Manifesto

    Christopher Locke, Doc Searls, David Weinberger, Rick Levine: The Cluetrain Manifesto
    If this book didn't spend so much time proclaiming its manifesto and explained it a little more, it would be a disruptive innovation unto itself. It is a powerful and often metaphorically lovely book about the new customer a few years before that customer even knew it was what the cluetrain crew train said it was. A great book but strident as hell. This was a more important book than many realize it was. Or is. (****)

  • Naras Eechambadi: High Performance Marketing

    Naras Eechambadi: High Performance Marketing
    If marketing is something you do, then this book is something you read. Not only does this dynamic book look at marketing in a contemporary fashion - with the customer at the center - but it also helps you figure out how to (finally!) measure your activities and results. A genuinely refreshing brace of business thinking in a field that needs it. (*****)

  • Shoshana Zuboff: The Support Economy

    Shoshana Zuboff: The Support Economy
    This is a revolutionary book. I love this book (partially because it validates everything I say :-)) because it recognizes that the "enterprise logic" of managerial capitalism is no longer sufficient to interest a consumer who is trying to control his/her own value. There's so much more.... (*****)

  • James G. Barnes: Secrets of Customer Relationship Management: Its How You Make Them Feel

    James G. Barnes: Secrets of Customer Relationship Management: Its How You Make Them Feel
    This is a you gotta read, read. Jim is a board member of CRMGuru, has won numerous academic honors, is a real world CRM consultant, runs marathons, and can write up a storm. He thinks out of the box and then provides approaches to how you can. This book is undegoing updating but is well worth it as is. Get it. Now. What are you waiting for? Hurry up!! (*****)

  • Jill Dyche: The CRM Handbook

    Jill Dyche: The CRM Handbook
    The ultimate guide to implementation of CRM. This book is about as practical as it gets. Just lays it right out and boom, you should have an idea of what you have to consider when it comes to CRM. (*****)

  • Paul Greenberg: CRM at the Speed of Light

    Paul Greenberg: CRM at the Speed of Light
    This is the best book on CRM EVER written. So I say. And it is written by me and so I pass judgment on myself. (*****)

  • Donna Fluss: The Real-Time Contact Center

    Donna Fluss: The Real-Time Contact Center
    As Donna points out, this is an ironic title. All contact centers are already "real-time." None the less this is both cutting edge and definitive and reading it is a must (*****)

« On The Road Again... | Main | The Yankees Win, THHHHHHHHHHEEEE YANNKEEES WIN »

October 01, 2005

Coming to an Ear Drum Near You

Blogging is a sticky business. We blogger-types always have to be on our game. Witty, smart, insightful, clever almost every day. Its tough, I tell you. Really tough. But we try. Oh how we try. Every word crafted on a page a labor of love. Every insight something that the reader can't live without - though unfathomable as it is to me, I have to admit, its amazing how many readers and non-readers do manage to. Each pearl of wisdom a must-read literary gem - one that will remain memorable not just to those eyeballing the blog entry but to the ages - to history. If we fail, well then, western civilization, at least and perhaps even eastern civilization, is probably doomed. If we succeed, then we've led the way to a new age - one of peace, prosperity and consumer love (if we're into CRM or stuff) But luckily, we are an elect, an elite lot. All 14.2 million of us. We are anointed to handle this. Our opinions are world shapers, idea generators, opinion crafters.

But, there comes a time when even a blog can't do it all. No. Really. I'm not kidding. There is actually a time when blogging becomes, well, not enough. After all, we have to maximize those who can hear our voice - the voice that begins in the wilderness of those hardy souls that are willing to risk their lives, nay, their sanity and read our momentous tomes regardless of consequence to their verbally irradiated grey matter. That means that when a blog alone can't do it is time......................................(dramatic pause, sigh, gulp and now-get-ready-to-speak) time to add to that din of gorgeous pontification, of bloggery, with something new, different and I am quite sure, unique.


A podcast

Yes, ladies and gentlemen, I'm going to be adding podcasting to my repertoire of opinionated blather so you can hear what I have to say, not just read it. Lucky, lucky people. Not only will you be able to read my New York deli-style insights on CRM and the customer ecosystem and the global business changes and specific things ya just gotta do, but you can hear my nasal lightly (yeah, right) New Yawkish accented tones on my podcast, one of the 9 trends that Business 2.0 says you can forget (see more in the next blog entry on some of the other articles that Business 2.0 published this month) about CRM, the customer ecosystem, the experience economy and the new business models needed to meet the new requirements - in other words the specific things ya gotta hear. With or without Russian dressing.

I'd love to call this podcast "The Paul Greenberg Show" since, really, that's what a podcast is - a walking radio show that is run by someone who wants others to hear him or her or both of them on an IPod. But that's a pretty boring name. So I'm calling it, "You are What You Eat" and it will cover the world of the customer experience. That means that the shows will be about finding the companies and the little things going on in the world that are the harbingers of the new business model and the new logic that will be necessary to support the experience economy and its denizens. It'll be about twice a month to begin with and then weekly at the point it looks like I'm actually getting a life. That wouldn't do so 4 times a month will take care of that.

If you can figure out why I named the podcast "show" what I did and can give me a really lucid (or really funny) explanation, posted to this blog as a comment ONLY, I'll give you a $25.00 gift certificate to Amazon.com. But I have the right to reject your explanation as not lucid - or funny. Sorry. My blog, my rules (Ha!)

So start looking out for the RSS Feed for your IpodderX aggregator (What? You don't? Are you crazy? Follow the link) in the beginning of November (or MAYBE sooner. Don't hold your breath though. I don't want to lose you). The blog will, of course, continue. But now, also, you can have a piece of me.

YOU ARE WHAT YOU EAT          Life, love and the customer experience.     Coming to an RSS feed near you.          NOVEMBER 2005

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