New CustomerThink Study To Focus on How Customer Experiences Impact Loyalty and Profitability


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BURLINGAME, California, USA, April 6, 2006—CustomerThink Corp., the company behind the popular customer relationship management site, today announced that it is conducting a new study focusing on the role of customer experiences in loyal and profitable customer relationships. This study, sponsored by CRM solution provider RightNow Technologies, will analyze customer experiences from both customer and company perspectives.

“This survey will provide important information for businesses about the customers they serve,” said CustomerThink CEO Bob Thompson. “Few executives today have concrete insight into how their customers€™ experiences affect loyalty and profitability—and, therefore, lack the justification they need to more aggressively incorporate customer experience improvements into their business strategy.”

CustomerThink will solicit responses through (, the customer management portal, which each month serves about 300,000 newsletter subscribers and site visitors from around the world.

“This is a unique and timely project that should help businesses across the board better understand why investments in a quality customer experience are not only worthwhile but also may ultimately be essential for achieving success in competitive markets,” said Greg Gianforte, CEO of RightNow Technologies. “The results of this survey should be very interesting to RightNow customers, who have historically placed a high value on optimizing the quality and consistency of their customer experience across all communication channels.”

CustomerThink Corp. will publish a research report in June 2006 with detailed findings and conclusions.

About CustomerThink Corp.
CustomerThink Corp. is an independent customer relationship management research and publishing firm. Founder and CEO Bob Thompson specializes in CRM strategic planning and research. Since 1998, he has researched the leading industry trends, including how CRM concepts can be applied to customer value networks. In 2000, Thompson founded, which has become the world’s largest online community for business leaders to learn about the art and science of customer relationship management (CRM). For more information, visit or contact Thompson by email at [email protected].

Media Contact:
Bob Thompson
(650) 343-8529
[email protected]

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