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.
What Business Leaders Can Learn From “Moments of Truth”: An Interview With Former SAS CEO Jan Carlzon
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...
CMAT Can Tell You How Well You Manage Your Customers: An Interview With Neil Woodcock and Doug Leather
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,...
Tesco Shines at Loyalty: An Interview With Clive Humby
When dunnhumby began working with U.K. retail giant Tesco on what would become the successful Clubcard program, it was just a scheme of one...
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...