bob_thompson

Unconventional Wisdom

Bob Thompson, CustomerThink Corp.

Bob Thompson is CEO of CustomerThink Corp., an independent research and publishing firm focused on customer-centric business strategy, and founder of CustomerThink.com. Thompson is a popular keynote speaker at conferences worldwide and has written numerous articles and reports, including Customer Experience Management: A Winning Business Strategy for a Flat World.

Member for 1 year 27 weeks

User points: 6427

Recent Posts

Title

Microsoft Dynamics CRM Comes Alive, Targets Large Enterprises With Version 4

Type

Blog
posted
Mar. 14, 2008;

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comments

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After five years of mostly steady improvement of its CRM solution, Microsoft appears ready to break into the Big Time with Dynamics CRM 4.0 and its on-demand version coming "alive" in Q2. Here's an...
Title

Infusiastic About Small Business e-CRM

Type

Blog
posted
Mar. 6, 2008;

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comments

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You gotta love the enthusiasm—or should I say "infusiasm"—of the folks at Infusion Software. I wrote about Infusion last year when CRM legend Pat Sullivan joined the company's board of...
Title

Social Computing Enables Private Relationship Networks, Too

Type

Article
posted
Jan. 28, 2008;

1
comment

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My son, Matthew, is a freshman in high school this year. Some things haven't changed much since I went to high school some 35 years ago. Teenagers are still, you know, teenagers. And it's still a...
Title

Top 10 Dumb Excuses for CEOs Not to Be Leaders in the Social Web

Type

Article
posted
Jan. 21, 2008;

10
comments

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By now, everyone within reach of a newspaper or web site has heard about the rise of the social web. You might have heard other terms used, like "Web 2.0," "social networking" or "consumer-generated...
Title

Five Secrets To Lose 50 Pounds, and Shape Up Your CRM Efforts

Type

Blog
posted
Jan. 17, 2008;

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comments

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When I started my own business 10 years ago, I thought I'd have control over my schedule. No boss to tell me what to do. No commute, since I work out of a home office. Freedom! Ah yes, freedom. But,...
Title

Top 10 CRM Stories of 2007

Type

Blog
posted
Dec. 31, 2007;

5
comments

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It's been one of the most interesting years in a long time, whether you look at Customer Management from an enterprise, customer or technology perspective. Here are my personal picks for the top...
Title

RightNow Gives a "Big Sky" Experience to Consumer-Focused Enterprises

Type

Blog
posted
Nov. 19, 2007;

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comments

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RightNow Technologies (NASDAQ: RNOW) wants to help consumer-focused enterprises deliver an "exceptional customer experiences at lower costs." In a way, this is a return to its eService roots....
Title

Consona's Growth Strategy: Franchising, Not Fusing

Type

Blog
posted
Oct. 16, 2007;

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comments

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Consona CEO Jeff Tognoni says the ERP/CRM software maker's mission is to be "your partner in ongoing business process improvement." What that statement lacks in sizzle the company aims to make up...
Title

Find the "Ultimate" Loyalty Metric to Grow Your Business

Type

Article
posted
Oct. 1, 2007;

15
comments

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Managing a business is like flying an airplane. You need a good pilot and equipment to take off and keep it flying to the right destination. During flight, the pilot has a dashboard of instruments to...
Title

Has the LUV Gone Out of Southwest Airlines?

Type

Blog
posted
Sep. 27, 2007;

2
comments

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Are left-brained MBA types running amok at Southwest? A change to their preboarding practice is a good example of analysis that forgot to take emotion into consideration. Southwest has been under...