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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.

Downturn Spells Opportunity, Say Consona Executives

After buying 10 ERP/CRM brands in the past few years (including CRM and KM vendors Onyx and KNOVA), Consona CEO Jeff Tognoni put that...

Why Rent a CRM Application? Build Your Own With Caspio (and a Whole Lot More)

Over the years I've noticed that when a tech trend heats up, I discover successful vendors that have been toiling away out of the...

RightNow Aims to Balance Customer Experience With Cost Savings

Just back from the RightNow's global Summit (October 6-8) in Colorado Springs, I'd like to share a few highlights. But first, kudos to RightNow...

Jumping Into Cloud Computing Platform War: LongJump

LongJump is an impressive PaaS vendor that could give Salesforce.com a run for its money in the enterprise. Cloud computing is emerging as a...

Blind Spots in Your Online Customer Experience

Imagine running a retail store blindfolded. If shoppers have a problem browsing or buying, they just go quietly to the store next door and...

Alterian Vies for Industry Leadership in Multichannel Marketing

There are numerous marketing solutions in the market, from full-suite CRM vendors and specialized vendors like Aprimo, Epiphany (from Infor), Omniture, Silverpop or Unica....

Fasten Your Seat Belts. Cloud Computing Will Change the Way You Do Business

Credit card? Check. Browser? Check. Congratulations! You're now cleared for take-off into the future of cloud computing. Now you can rent virtually any IT resource...

Microsoft Dynamics CRM Comes Alive, Targets Large Enterprises With Version 4

After five years of mostly steady improvement of its CRM solution, Microsoft appears ready to break into the Big Time with Dynamics CRM 4.0...

Infusiastic About Small Business e-CRM

You gotta love the enthusiasm—or should I say "infusiasm"—of the folks at Infusion Software. I wrote about Infusion last year when CRM legend ...

Social Computing Enables Private Relationship Networks, Too

My son, Matthew, is a freshman in high school this year. Some things haven't changed much since I went to high school some 35...

Top 10 Dumb Excuses for CEOs Not to Be Leaders in the Social Web

By now, everyone within reach of a newspaper or web site has heard about the rise of the social web. You might have heard...

Five Secrets To Lose 50 Pounds, and Shape Up Your CRM Efforts

When I started my own business 10 years ago, I thought I'd have control over my schedule. No boss to tell me what to...

Top 10 CRM Stories of 2007

It's been one of the most interesting years in a long time, whether you look at Customer Management from an enterprise, customer or technology perspective.…

RightNow Gives a “Big Sky” Experience to Consumer-Focused Enterprises

RightNow Technologies (NASDAQ: RNOW) wants to help consumer-focused enterprises deliver an "exceptional customer experiences at lower costs." In a way, this is a return...

Consona’s Growth Strategy: Franchising, Not Fusing

Consona CEO Jeff Tognoni says the ERP/CRM software maker's mission is to be "your partner in ongoing business process improvement." What that statement lacks...

Find the “Ultimate” Loyalty Metric to Grow Your Business

Managing a business is like flying an airplane. You need a good pilot and equipment to take off and keep it flying to the...

Has the LUV Gone Out of Southwest Airlines?

Are left-brained MBA types running amok at Southwest? A change to their preboarding practice is a good example of analysis that forgot to take...

Use Text Analytics To Listen to Customers on Their Terms

It's never been more important to really hear the voice of your customers. Surveys can help, but when was the last time you filled...

Do Sales Engineers Need Their Own Opportunity Management System?

Phil Janus, founder of salesengineering.com, thinks so. After chatting with him and seeing a brief demo, I think it's great to see some attention...

Satisfaction Is Up, Customers Party Like It’s … 1994?

The conventional wisdom is that customers are more demanding and harder to satisfy than ever. I've said so in my keynote speeches, so it must...

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