Paul Greenberg is one of the foremost thinkers in the CRM space. In his book CRM at The Speed of Light, he writes of how CRM needs to move from “managing” customers to managing customer engagement. “You need to change the way you deal with customers, because they’ve changed the way they deal with you,” he says. Organizations today should no longer be just “producers” or manufacturers, but instead should be aggregators of customers’ creative activity. As customers look beyond industry experts for help, when they are buying things, to “someone like me”, the Laura Fitton example in the main story on the left ideas like CRM 2.0 will stand to deliver. From the 1to1 blog.