Ed Thompson

What’s New with CRM, Social CRM and CEM? Inside Scoop with Gartner’s Ed Thompson

CustomerThink Founder/CEO Bob Thompson interviews Gartner analyst Ed Thompson about how CRM has evolved, the emergence of the Social CRM, and how CRM relates to CEM.   Interview covers the following topics: How has CRM Evolved? Three Waves of CRM Technology Have CRM Success Rates…

The Reports of CRM Failure Are Highly Exaggerated: An Interview With Gartner’s Ed Thompson

"CRM has a high failure rate." That's a given with almost everyone you talk to in the industry. When you press people about that assumption, they quote Gartner. The research firm famously assessed CRM failures of 50 percent to 70 percent, depending on whom...

New Posts