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.
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1 comments 5,151 readsPosted on 2012-03-10
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1 comments 11,887 readsPosted on 2004-12-06
"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 you talk to. But try to get your hands on an actual report, and you draw a blank. So we rang up Gartner to set the record straight.
Bob Thompson, founder of CRMGuru.com, interviewed Ed Thompson, co-author of Gartner's Eight Building Blocks for CRM Success and the lead for the customer experience management and SAP-CRM for the market research firm, Oct. 18, 2004. Ed Thompson is based in Gartner's U.K. office. The following transcript was edited for clarity and length.
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