Paul Greenberg is President of The 56 Group, LLC, an enterprise applications consulting services firm that focuses on strategic services for CRM. He is also the author of CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time, whose third edition will be published in May 2004. Mr. Greenberg writes regularly for CRM Magazine, CRMGuru.com, and SearchCRM.com. He has published work in multiple business and IT magazines throughout the world and is a frequent speaker at conferences and seminars across the globe. He is also a member of the Board of Advisors of Baylor University's MBA CRM major, and has been selected as a member of the Destination CRM Board of Experts, SearchCRM Expert Advisory Panel, and the CRMGuru Expert Guru Panel, among others. He can be reached at paul-greenberg3 at comcast.net.