Bob Thompson

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, can't be trusted, or aren't available when needed. But some reps are different. They love their jobs and love taking care...

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 professions around. But then, don't we all have problems? For example, customer service managers are tasked to provide great service...

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 yesterday that Sampson Lee contacted me and said something like, "Hey, what do you say we start a CRM conference...

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 have a commonly understood and accepted meaning. What if you gave an "apple" to a friend, who became annoyed because it...

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, he says. It's about whether you get back up and keep fighting. Perhaps customer relationship management—which I define as developing and...

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: CRM software revenue jumped 13.7 percent in 2005 to $5.7 billion. One factor, the analyst firm says, it that buyers...

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 by focusing on what he later called "moments of truth," the various points at which people with the airline came...

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 down once a year and think about important developments. How did I do last year? Judge for yourself by reading...

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 customer at front and center of your organization. So is this just a flash in the pan? Is it a...

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 innovator and market leader in on-demand CRM, but getting on top and staying there are two different things. In my...

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 and what really happens at all the customer touch-points. In this edition of Inside Scoop, CRMGuru.com founder Bob Thompson talks...

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 and customer perception. But the study also showed that the full potential for CRM driving strategic business benefits is falling...

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 rapidly transition to a description of an IT project, while extolling the benefits of a CRM software solution. Usually lost...

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, the overall market for CRM solutions and services will continue to expand by 5 percent to 10 percent, according to...

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 high-quality goods and services, with a helping hand from the Internet to ensure competitive prices (unless you're dealing with Microsoft...

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