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 management, and founder of CustomerThink.com. Thompson is a popular keynote speaker, blogger and author of numerous reports, articles and papers, including Five Warning Signs for Danger Ahead on Your Customer-Centric Journey. Follow Bob on Twitter.

Member for 2 years 34 weeks

User points: 10650

Recent Posts

Title

KANA Partners with IBM, Launches "Service Experience Management"

Type

Blog
posted
Jul. 1, 2009;

0
comments

body

As the second quarter came to a close yesterday, KANA announced a major new release that includes IBM technology. But it's more than just a product announcement, it's a signal that the company is...
Title

CrowdService: A Clear and Present ROI for Social CRM

Type

Article
posted
Jun. 26, 2009;

10
comments

body

Now here's the kind of problem a lot of companies would like to have, especially in this sour economy. Infusionsoft executives had set a goal to drive the fast-growing e-marketing vendor to one...
Title

Stop Making Excuses! Put Your Contact Center in the Cloud

Type

Blog
posted
Jun. 23, 2009;

0
comments

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Over the past few months I've been hearing more and more about contact center solutions "in the cloud." I think it's time for more companies to embrace this trend, and stop making excuses. The reason...
Title

Envision vs. Verint "Smackdown" on Speech Analytics for SMBs, but the Cloud is up Next

Type

Blog
posted
Jun. 5, 2009;

0
comments

body

Speech analytics is a great way to mine insight out of recorded phone calls, so you can quickly identify and resolve issues that upset your customers and waste precious internal resources. But thus...
Title

GM Files for Bankruptcy, Wipes Out Debt... But What About Building Better Cars?

Type

Blog
posted
Jun. 1, 2009;

3
comments

body

When I was born in 1955, General Motors was a hugely successful car maker. So much so that that just two years prior, GM's president Charlie Wilson, who was Eisenhower’s nominee for defense...
Title

RightNow Embraces "Social CRM," Upgrades Analytics

Type

Blog
posted
May. 26, 2009;

6
comments

body

As part of its May '09 release, available now, RightNow is introducing a new "cloud monitoring" feature that enables agents to enter search terms (e.g. brand or product names) and find posts on the...
Title

Executive Changes at Jive and Telligent: Start of "SoftWar" in Enterprise Social Software?

Type

Blog
posted
May. 25, 2009;

2
comments

body

As I wrote in Web 2.0: The End of the Beginning, the market for "social business" applications is growing up. According to a July 2007 Gartner report, analysts size this emerging software market at...
Title

Can You Hear Me Now? Top Five Voice of Customer Pitfalls

Type

Article
posted
May. 17, 2009;

5
comments

body

An Open Letter to My Suppliers Hi there! I'm one of your customers. Sorry to interrupt, I know you're really busy, what with the down economy and all. Must be tough cutting staff while at the same...
Title

Parature Contends for Industry Leadership in SaaS Customer Service

Type

Blog
posted
May. 2, 2009;

1
comment

body

Parature, which provides a SaaS-based customer service/support (CSS) solution, is a good example of a company that is "sneaking up" on the rest of the CRM industry. The low-key approach has worked...
Title

Jigsaw Launches Bailout for CRM's Subprime Data Problem

Type

Blog
posted
Apr. 29, 2009;

0
comments

body

Now we know that the banks really can't package subprime loans together and magically make risk disappear. The CRM industry has a similar issue with data quality. Over the years it's one of the most...

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