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Ed Thompson

Ed Thompson
Ed Thompson is a vice president and distinguished analyst in Gartner Research. His research focuses on CRM, and he is the research leader for the CRM Strategy and Implementation and Customer Experience Management topics. He researches CRM strategy, implementation, CRM service providers, customer experience and SAP CRM, and more generally covers CRM in Europe.

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...

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...

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