Bob Thompson

CustomerThink Retreat 2007: Advisors Chart the Future

On June 5-6 at the Seascape Resort in Aptos, California, 16 of CustomerThink's global Advisors gathered for our annual Retreat. Each year we get...

Highlights From Global Study of Call Centers

The June 15 issue of BusinessWeek summarized a few interesting findings from a global call center study, covering 2,500 call centers in 17 countries....

SugarCRM Rides the Open Source Wave

Traditionally, to win in the software business, you've got to spend big in sales and marketing. SugarCRM, as part of the open source movement,...

Google This: Who Will Buy Salesforce.com?

The media is abuzz about a Google-Salesforce partnership. (Personally, I'm more concerned about whether Paris Hilton will spend any time in the pokey.) The...

Unica’s Vision: “Marketing So Relevant, It Feels Like Service”

Yuchun Lee When I first met Unica co-founder Yuchun Lee several ago, he told me his goal was to create a billion dollar business....

FrontRange: Back From the Dead To Contend for SMB Leadership

As the large-enterprise CRM space has consolidated to the Big Two (Oracle and SAP, how boring), the SMB market has been a fragmented, muddled...

Can CRM Stop “Middle-Age Spread”? (Lessons From Google and Toyota)

It's commonly believed that, as we get older, it's only natural to get a bit thicker around the middle. But the real reason we...

CRMGuru Is Now CustomerThink

In case you missed the announcement last week, we have changed the name of CRMGuru.com to CustomerThink.com. Long-time members may recall that our email...

Web 2.0 Powers Up People

Q: How do you hype interest in the Web, again? A: Put 2.0 on the end of it! It reminds me of the hype that...

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...

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