Bob Thompson

Six Easy Ways To Lose Your Clients

Customer-centricity is like art. As a customer, you know it when you see it, or rather, when you feel it. You get those warm,...

Sell More by Showing Your Customers Some Love!

In my last blog, Why I Hate Sales Reps, I said my pet peeves were reps who don't listen, don't care about my problem,...

Why I Hate Sales Reps

OK, I don't hate all sales reps. But now that I've got your attention, let me explain. Sure, selling is one of the most challenging...

China in the Customer Management Groove

It's hard to believe that we've just completed the fifth annual China Customer Management Forum, held April 5-6 in Shanghai. It seems like just...

Why “CRM” Must Die for Customer-Centric Business To Thrive

As we ring in the New Year, it's time to bid farewell to "CRM." Why? Because after more than a decade it still doesn't...

Build a Customer-Centric CxO Team: CRM Resolutions for 2007

In the 2006 Rocky movie, Rocky Balboa, the aging fighter, gives some sage advice to his son. It's not whether you get knocked down,...

The Next Generation of Customer Management? Customer Experience Management

Since I founded CRMGuru.com in January 2000, interest in CRM has blown hot and cold. Now Gartner says that the good times are rolling:...

What Business Leaders Can Learn From “Moments of Truth”: An Interview With Former SAS...

In 1981, Jan Carlzon became CEO of the problem-ridden Scandinavian Airlines. Well before he left the company in 1994, Carlzon turned the airline around...

A Five-Year Vision for CRM: Seven Key Trends

For the past several years, I've been writing annual predictions for the CRM industry. It's all been good fun and forces me to sit...

It Takes a Village To Provide Customer Experience: A Discussion on CEM

The CRM mantra has always been that everything comes down to the customer. Now along comes Customer Experience Management, a strategy for putting the...

Forget Benioff’s Hype: Five Problems Will Thwart Salesforce.com’s Rise in On-Demand CRM

In enterprise software, the latest innovation is not about the software but how it's delivered—via the Internet. Salesforce.com has earned a reputation as an...

CMAT Can Tell You How Well You Manage Your Customers: An Interview With Neil...

How well does your company "manage" your customers? Too often, say Neil Woodcock and Doug Leather, there's a disconnect between what executives think happens...

How’s the CRM Industry Doing? Not Too Bad (But Don’t Stop Checking Its Pulse)

A year-long CRMGuru study of CRM technology projects revealed that the industry is healthy. About two-thirds of projects are reasonably successful, based on payback...

The Power of One: How Wells Fargo Builds Loyalty With Frontline Service

Most so-called CRM case studies start with a discussion of business goals—such as growing sales, improving marketing effectiveness or reducing service cost. And then...

CRM Industry Predictions for 2005: Five Key Trends

I have a good feeling about 2005! We should see continued adoption of customer-centric business practices—the core of what CRM is all about. And,...

Collaboration: The Cure for What Ails CRM

Ready or not, welcome to the Customer Age. Customers have more choices than ever before, thanks to a global economy that pumps out...

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