Bob Thompson

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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