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Bob Thompson

Bob Thompson
Bob Thompson is CEO of CustomerThink, an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world's largest community dedicated to customer-centric business. Thompson is a popular international keynote speaker, blogger and author of Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies.

Say What? Conversive Helps Call Centers with New Automated Speech Solution

Conversive, a provider of both automated and live text chat solutions, recently introduced a new speech solution aimed at lightening the load of call...

Building the Social Customer Service Experience

Over the next couple of years, more and more companies will take the plunge into delivering a more "social" customer service experience, to better...

Now We’re (Jive) Talking! Real Social Business Applications to Engage with Customers

This is the year when social media makes a real impact in the enterprise. And I don't mean just putting a Web 2.0 veneer...

Economic Reality Check: PeopleMetrics Study Finds Cost Matters More in Customer Engagement

Quality is still important, but a new study by PeopleMetrics reveals that low-cost providers are moving up. The only two brands that increased their...

Is Sales 2.0 New? Improved? Social?

Tacking "2.0" at the end of a term is shorthand for "new and improved," usually with a social media slant. However, after attending a...

TreeHouse Interactive Gives B2B Lead Management a Partner-Centric Twist

TreeHouse Interactive wants to grab a piece of the growing B2B demand management market, by focusing on more complex lead management processes. Not just...

Oracle’s “Social CRM” is Just Lipstick on a Pig

And that "pig" is otherwise known as sales force automation (SFA). Are they really this clueless in Redwood Shores, or is it all part of...

nGenera Pushes Vision for Collaborative Business Management

Talisma, a company acquired by nGenera last year, recently rebranded as "nGenera CIM." This brings Talisma's solid suite of customer interaction technology into the...

RightNow Adds Product Registration to Catch Customer “Boomerangs”

No, I don't mean customers throwing a stick at a company because a product didn't work. Unless the stick comes back. The "boomerang effect," says...

B2B Marketing 2.0: How to Engage Social Buyers and Break Marketing/Sales Gridlock

Buyers in businesses have embraced the web and social media tools to find and research solutions, just like individual consumers. Of course, a "considered"...

Selling in the Cloud: Salesforce.com Adds Content Management and Opportunity “Genius”

Not surprisingly, Salesforce.com has dubbed 2009 as the "year of the cloud." And, no, they're not talking about the cloud over the global economy....

Confirmit Horizons Enables Multi-Channel EFM…But What’s Next Could Get Interesting

Enterprise Feedback Management (EFM) technology is a proven way to "listen" to the voice of customers with surveys, and manage the distribution so that...

Great Service Can Drive Consumer Purchases

Forrester has just published a new report, "The Economic Necessity Of Customer Service", written by one of our frequent contributors Natalie Petouhoff and some...

Salesforce.com Harnesses the Wisdom of Crowds in the Service Cloud

Salesforce.com just announced the "Service Cloud," an Internet-based solution that, yes, does customer service. But, the key is the potential leverage with social computing...

Are Low Prices Customer-Centric? Wal-Mart Says “Yes”

In this morning's San Francisco Chronicle, a story reports that "Discounts failed to help sales" over the holidays. Despite deep discounts of up to...

CBM Trends for 2009: Think, Feel and Connect

There's only one certainty about good or bad times. They don't last. Keep that in mind as you look in the rear view mirror...

Best From Top 10 Authors of 2008

In 2008, we had nearly 100 authors posting content on CustomerThink. My sincere thanks to them all for writing the articles and blogs that...

Building the Case for Customer-Centricity: How to Make Your Customers and the CFO Happy

CustomerThink's 2008 study found that delivering a great experience is a crucial part of being customer-centric. Unfortunately, we also learned that it can very...

NetSuite Takes on SAP With “One System” in the Cloud

In this edition of Inside Scoop, Bob Thompson's guest is Zach Nelson, President and CEO of NetSuite. Listen to this podcast to learn about: status...

Use Speech Analytics to Reduce Calls That Frustrate Customers and Hurt Productivity

The global economic downturn is likely to cause business leaders to cut budgets in all areas, including contact centers. Does the customer experience need...

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