All posts by bob_thompson
| Title | Type |
Date |
Views | Comments | Categories |
|---|---|---|---|---|---|
| My Top 10 Favorite Posts of 2011 | Blog | 2011-12-30 | 1,505 | 0 | Sales Performance, Service and Support, Digital Marketing, Social Business, Customer Experience, Voice of Customer, Customer Loyalty |
| Kiddicare's Growth Powered by Customer Obsession, "CrowdService" Innovation | Blog | 2011-12-16 | 2,423 | 1 | Service and Support, Social Business, Customer Experience, Enterprise Technology |
| Top 3 reasons why CRM fails to earn my loyalty (and Social CRM won't, either) | Blog | 2011-12-10 | 2,854 | 10 | Sales Performance, Service and Support, Digital Marketing, Social Business, Enterprise Technology, Customer Process |
| 8 Big Ideas for #CX Success (highlights from Customer Experience Summit 2011) | Blog | 2011-11-10 | 2,495 | 0 | Leadership, Service and Support, Digital Marketing, Contact Center, Customer Analytics, Customer Experience, Enterprise Technology, Voice of Customer, Customer Loyalty, Customer Process, Employee Engagement, Innovation |
| RightNow's "Road Less Traveled" Ends Up at Oracle | Blog | 2011-10-28 | 2,037 | 0 | Service and Support, Contact Center, Customer Experience, Enterprise Technology, Customer Information Architecture |
| CustomerThink to Conduct Virtual Customer Experience Summit, Nov. 1-3, 2011 | News | 2011-10-19 | 380 | 0 | Leadership, Customer Analytics, Customer Experience, Employee Engagement |
| NICE Acquires Fizzback, EFM/VoC Industry Consolidation Heats Up | Blog | 2011-09-23 | 1,786 | 0 | Contact Center, Customer Analytics, Customer Experience, Enterprise Technology, Voice of Customer |
| Forrester: "CXM" solutions emerging for (digital) Customer Experience Management | Blog | 2011-08-10 | 3,496 | 1 | Digital Marketing, Customer Experience, Enterprise Technology |
| Moxie Software skips buzzword wars, finds growth in Social CIM apps for customer service | Blog | 2011-07-28 | 2,447 | 3 | Service and Support, Social Business, Enterprise Technology |
| The Next-Generation Voice of Customer Command Center: Tool Time for Chief Customer Officers | Article | 2011-07-22 | 8,389 | 8 | Large Enterprise, Leadership, Computers / Technology, Customer Analytics, Customer Experience, Enterprise Technology, Voice of Customer, Customer Loyalty, Fast-Moving Consumer Goods, Web Analytics, Financial Services, Performance Metrics, Healthcare Services, Chief Customer Officer, Customer Information Architecture, Hospitality / Entertainment, Technology Implementation, Retail Sales, Telecommunications |
| Google+ and what Facebook, Roger Federer and Tiger Woods have in common | Blog | 2011-07-20 | 2,833 | 6 | Social Business, Innovation |
| The CRM Evolution in Japan | Blog | 2011-07-07 | 2,459 | 0 | Leadership, Social Business, Customer Experience, Innovation |
| Betting $100 on the Zappos culture to deliver a great service experience | Blog | 2011-06-22 | 2,763 | 3 | Service and Support, Social Business, Contact Center, Customer Experience, Customer Loyalty, Retail Sales |
| "Social CRM" is Dead, Long Live the Social Customer Experience | Blog | 2011-06-21 | 11,064 | 34 | Sales Performance, Service and Support, Digital Marketing, Social Business, Customer Analytics, Customer Experience, Enterprise Technology, Voice of Customer |
| A NICE Time to Focus on Customer Experience Analytics | Blog | 2011-06-03 | 2,491 | 2 | Customer Analytics, Customer Experience, Enterprise Technology, Voice of Customer |
| CRM Idol -- A Missed Opportunity to Show CRM Really is a Strategy | Blog | 2011-05-31 | 2,869 | 6 | Enterprise Technology |
| Why doesn't Revenue Performance Management (RPM) include Sales? | Blog | 2011-05-27 | 3,600 | 15 | Sales Performance, Digital Marketing, Enterprise Technology |
| SAP Showcases Innovation at SAPPHIRE NOW, but the Future is Still Cloudy | Blog | 2011-05-21 | 2,350 | 1 | Sales Performance, Social Business, Customer Analytics, Enterprise Technology, Innovation |
| CXPA - The right idea at the right time for Customer Experience professionals | Blog | 2011-04-27 | 2,355 | 2 | Customer Experience |
| Does CEM Need a Technology Platform? | Blog | 2011-04-20 | 3,859 | 23 | Customer Experience, Enterprise Technology |
| Nailing Jell-O to the Wall: The Real Social CRM Leader is… Salesforce.com? | Blog | 2011-04-13 | 2,782 | 2 | Digital Marketing, Social Business, Enterprise Technology |
| B2B Marketers, Analyze This: How Do Prospects Score YOU on Their Experience? | Article | 2011-03-28 | 5,225 | 0 | Digital Marketing, Customer Experience, Voice of Customer, Performance Metrics |
| Dangers of social groupthink: A case study in Enterprise 2.0, Social CRM and Social Business | Blog | 2011-03-19 | 8,400 | 17 | Leadership, Social Business |
| CustomerThink Launches CustomerExperienceOne, a New Thought Leader Community Focused on Customer Experience Management (CEM) | News | 2011-03-16 | 295 | 0 | Customer Experience |
| Infegy's Social Radar 3 mines consumer insight from 9 billion conversations | Blog | 2011-03-12 | 3,381 | 0 | Social Business, Customer Analytics, Enterprise Technology, Voice of Customer |
| Satmetrix report identifies customer loyalty stars, including Amazon, Apple, JetBlue & Trader Joe's | Blog | 2011-02-17 | 2,232 | 0 | Customer Experience, Voice of Customer, Customer Loyalty |
| The ONE thing you need to know about Net Promoter ... | Blog | 2011-02-09 | 3,004 | 1 | Social Business, Customer Analytics, Customer Experience, Voice of Customer, Customer Loyalty, Innovation |
| TIBCO launches tibbr, an enterprise "social desktop" solution for point solution hell | Blog | 2011-01-24 | 3,668 | 0 | Social Business, Enterprise Technology |
| CustomerThink Names Thought Leaders to Advisory Board | News | 2011-01-19 | 890 | 0 | |
| Customer Experience Management: Past, Present and Future | Article | 2011-01-07 | 7,744 | 4 | Leadership, Customer Experience |
| 2011: The year when 80% of Social CRM projects will #fail ... | Blog | 2011-01-04 | 5,579 | 11 | Social Business |
| My Top 10 Favorite Posts of 2010 | Blog | 2010-12-28 | 3,000 | 0 | Leadership, Sales Performance, Service and Support, Digital Marketing, Social Business, Contact Center, Customer Analytics, Customer Experience, Enterprise Technology, Voice of Customer, Customer Loyalty, Customer Process, Web Analytics, Innovation |
| Caesars Palace #fails in "horrible" checkout experience | Blog | 2010-11-13 | 2,248 | 1 | Customer Experience, Hospitality / Entertainment |
| SAS scores big digital marketing win, announces social media engagement solution | Blog | 2010-11-03 | 5,297 | 0 | Digital Marketing, Social Business, Customer Analytics, Enterprise Technology, Voice of Customer |
| Sales Edge Summit 2010: Engaging Customer 2.0 | On-Demand Webcast | 2010-10-08 | 16,932 | 0 | |
| Yammer girds loins in battle for collaborative layer in Enterprise 2.0 | Blog | 2010-10-01 | 6,242 | 2 | Social Business |
| Free advice to vendors from my real "Customer 2.0" buying experience | Blog | 2010-09-24 | 3,846 | 0 | Sales Performance, Digital Marketing, Social Business |
| CustomerThink to Conduct Sales Edge Summit 2010 on Oct. 5-7, 2010 -- Theme is "Engaging Customer 2.0" | News | 2010-09-22 | 2,253 | 0 | Sales Performance, Social Business |
| Salesforce.com bets on crowd-powered data... Because data ages like fish | Blog | 2010-09-01 | 4,343 | 1 | Sales Performance, Enterprise Technology |
| Does SFA improve sales performance? | Blog | 2010-08-26 | 3,526 | 2 | Sales Performance, Enterprise Technology |
| Big Wells Fargo #fail over excessive CRM -- Judge orders $203M refund to customers | Blog | 2010-08-12 | 4,128 | 0 | Leadership, Financial Services |
| Why ERP is critical to a customer-centric business (and CRM/sCRM is not the endgame) | Blog | 2010-08-04 | 6,567 | 19 | Leadership, Enterprise Technology |
| Users Don't "Like" Facebook -- Satisfaction Scores Scrape Bottom with Airlines & Cable | Blog | 2010-07-20 | 3,666 | 1 | Social Business, Voice of Customer, Customer Loyalty |
| Time to Harmonize Your Cross-Channel Customer Experience | Blog | 2010-06-21 | 5,509 | 1 | Customer Analytics, Customer Experience |
| My Social Business Rockstars | Blog | 2010-06-12 | 2,769 | 0 | Social Business |
| Using Social Media To Enhance Your Customer Feedback Program | On-Demand Webcast | 2010-05-23 | 28,774 | 0 | Social Business, Voice of Customer |
| Broken Promise: Shame on BP for using "Shaggy Defense" on Gulf oil spill | Blog | 2010-05-15 | 3,838 | 6 | Leadership, Employee Engagement |
| The Collaborative Customer Experience: Inspiring Loyalty, Driving Profitability | On-Demand Webcast | 2010-05-09 | 14,651 | 0 | Service and Support, Customer Experience, Enterprise Technology |
| Will the real Social CRM leader please stand up? | Blog | 2010-04-30 | 8,383 | 23 | Social Business, Enterprise Technology |
| The Road to CRM Industry Success is Open for SugarCRM | Blog | 2010-04-16 | 3,856 | 0 | Sales Performance, Enterprise Technology |
| Can you do "Social CRM" without Social Media/Networks? Or Without CRM systems? | Blog | 2010-04-03 | 4,385 | 2 | Social Business |
| Will StreamWork get SAP out of its innovation funk? | Blog | 2010-03-30 | 4,585 | 0 | Social Business, Enterprise Technology, Innovation |
| Sentiment Analysis Meets Social CRM: Powering the New Customer-Conversation Driven Enterprise | On-Demand Webcast | 2010-03-22 | 21,844 | 0 | Social Business, Customer Analytics, Voice of Customer |
| Do business leaders trust social media to support decision-making? | Blog | 2010-03-13 | 3,686 | 1 | Leadership, Social Business |
| Fuzzy Insight: Social media driving interest in sentiment analysis | Blog | 2010-03-03 | 4,602 | 3 | Social Business, Customer Analytics, Voice of Customer |
| OneSource strives to once again be the "one" source for B2B business information | Blog | 2010-02-22 | 3,288 | 1 | Sales Performance, Digital Marketing, Social Business, Enterprise Technology |
| RightNow and Salesforce.com -- trailblazers for integrated Social Business solutions | Blog | 2010-02-17 | 3,820 | 0 | Sales Performance, Service and Support, Social Business, Customer Experience, Enterprise Technology |
| Leads360 empowers B2C marketers with predictive lead management | Blog | 2010-02-11 | 4,522 | 0 | Digital Marketing, Enterprise Technology, Financial Services |
| Infusionsoft stays true to small business vision, introduces Email Marketing 2.0 | Blog | 2010-02-10 | 6,593 | 7 | Digital Marketing, Enterprise Technology |
| Aprimo Making Smart Moves in Marketing Automation Space, Rides Shift to Digital Marketing in the Cloud | Blog | 2010-02-04 | 5,489 | 2 | Digital Marketing, Enterprise Technology |
| Teens Prefer Facebook. Duh. | Blog | 2010-02-04 | 1,715 | 1 | Social Business |
| CustomerThink Names 16 Global Thought Leaders to 2010 Editorial Board | News | 2010-01-27 | 1,252 | 0 | Leadership, Sales Performance, Service and Support, Digital Marketing, Social Business, Contact Center, Customer Analytics, Customer Experience, Enterprise Technology, Voice of Customer, Customer Loyalty, Innovation |
| Happy 10th Anniversary to the CustomerThink Community! | Blog | 2010-01-25 | 6,007 | 19 | Leadership, Sales Performance, Service and Support, Digital Marketing, Social Business, Contact Center, Customer Analytics, Customer Experience, Enterprise Technology, Voice of Customer, Customer Loyalty, Customer Process, Web Analytics, Customer Strategy, Performance Metrics, Employee Engagement, Innovation, Technology Implementation |
| Managing Sales Risk -- What's Getting in Your Way of Making Quota? | Blog | 2010-01-21 | 3,126 | 0 | Sales Performance |
| Social Media Highlights for 2009 | Blog | 2010-01-17 | 2,558 | 1 | Social Business |
| My Top 10 Favorite Posts of 2009 | Blog | 2009-12-27 | 4,324 | 0 | Leadership, Sales Performance, Service and Support, Social Business, Customer Experience, Enterprise Technology, Voice of Customer, Innovation |
| IBM launches Voice of Customer Analytics (VOCA). Will it be friend or foe to EFM vendors? | Blog | 2009-12-17 | 4,221 | 1 | Service and Support, Contact Center, Customer Analytics, Voice of Customer, Customer Loyalty |
| Understanding social media using Sentiment Analysis: Is this a new science or a new fad? | Blog | 2009-12-16 | 2,994 | 0 | Social Business, Customer Analytics |
| Underwhelmed by Salesforce.com's Chatter = Vaporware 2.0 | Blog | 2009-11-20 | 4,615 | 3 | Sales Performance, Service and Support, Digital Marketing, Social Business, Enterprise Technology, Chief Information Officer |
| Consona Targets High-Tech with Knowledge Driven Support | Blog | 2009-11-18 | 4,400 | 0 | Service and Support, Enterprise Technology |
| Speech Analytics: Mining Customer Voices for Business Insight | On-Demand Webcast | 2009-11-16 | 14,261 | 0 | Service and Support, Digital Marketing, Contact Center, Customer Experience, Voice of Customer, Customer Loyalty, Chief Customer Officer, Chief Information Officer |
| What makes customer-focused companies different? | Blog | 2009-11-10 | 4,245 | 5 | Leadership, Sales Performance, Service and Support, Digital Marketing, Customer Loyalty, Performance Metrics, Chief Customer Officer, Chief Information Officer, Employee Engagement |
| Google Trends Smackdown: Enterprise 2.0 vs. Social CRM | Blog | 2009-11-07 | 4,044 | 1 | Leadership, Sales Performance, Service and Support, Digital Marketing, Social Business, Chief Customer Officer, Chief Information Officer |
| Where is the Customer in Enterprise 2.0? | Blog | 2009-11-05 | 6,268 | 11 | Leadership, Sales Performance, Service and Support, Digital Marketing, Social Business, Chief Customer Officer, Chief Information Officer |
| B2B Selling: Next-Generation Solutions Powered by the Social Web | On-Demand Webcast | 2009-11-01 | 14,268 | 0 | Sales Performance, Digital Marketing, Social Business, Chief Information Officer |
| RightNow CX Takes the Road Less Traveled | Blog | 2009-10-30 | 4,179 | 0 | Leadership, Service and Support, Digital Marketing, Social Business, Contact Center, Customer Experience, Enterprise Technology, Chief Customer Officer, Chief Information Officer, Customer Information Architecture |
| Real Social Selling? PeopleMaps Has an App for That | Blog | 2009-10-21 | 3,078 | 2 | Leadership, Sales Performance, Digital Marketing, Social Business |
| Social Media in Business: Hype vs. Hope | Interview | 2009-10-11 | 6,771 | 0 | Leadership, Sales Performance, Service and Support, Digital Marketing, Social Business, Chief Customer Officer, Chief Information Officer |
| Social CRM technology is alive, well and ready for work! | Blog | 2009-10-07 | 5,922 | 4 | Sales Performance, Service and Support, Digital Marketing, Social Business, Enterprise Technology, Chief Information Officer |
| Social CRM: Harnessing the Power of Social Media and CRM Systems | On-Demand Webcast | 2009-10-04 | 14,265 | 0 | Sales Performance, Service and Support, Digital Marketing, Social Business, Contact Center, Enterprise Technology, Chief Customer Officer, Chief Information Officer |
| GM's Saturn is scrapped: Why did customer-centricity fail? | Blog | 2009-10-03 | 3,762 | 3 | Leadership, Sales Performance, Service and Support, Digital Marketing, Chief Customer Officer |
| Forrester Finds Choice and Confusion in Lead Management Automation Market | Blog | 2009-09-24 | 2,350 | 1 | Sales Performance, Digital Marketing, Enterprise Technology, Technology Implementation |
| Voice of Customer: Listen, Act and Improve Customer Engagement | On-Demand Webcast | 2009-09-20 | 13,752 | 0 | Large Enterprise, Midsize Business, Customer Analytics, Enterprise Technology, Voice of Customer, Chief Customer Officer |
| Social CRM: Strategy, Technology or Passing Fad? | Blog | 2009-09-16 | 15,287 | 16 | Leadership, Sales Performance, Digital Marketing, Social Business, Enterprise Technology, Chief Customer Officer, Chief Information Officer |
| Salesforce.com Launches Hype-as-a-Service, Erodes Trust | Blog | 2009-09-11 | 8,300 | 19 | Leadership, Sales Performance, Service and Support, Digital Marketing, Enterprise Technology, Chief Customer Officer |
| Visible Technologies Upgrades Platform to Mine Social Listening Posts | Blog | 2009-09-09 | 4,021 | 2 | Service and Support, Digital Marketing, Social Business, Enterprise Technology, Technology Implementation |
| Challenges Creating a "Social Business" | Blog | 2009-09-06 | 2,275 | 0 | Leadership, Sales Performance, Service and Support, Digital Marketing, Social Business, Chief Customer Officer, Chief Information Officer |
| Sales Performance Management: Because You Get What You Pay For | Blog | 2009-09-02 | 2,594 | 0 | Sales Performance, Enterprise Technology, Performance Metrics, Employee Engagement |
| Salesforce.com launches PIM for the Cloud... but Why? | Blog | 2009-09-02 | 2,413 | 5 | Sales Performance, Service and Support, Digital Marketing, Enterprise Technology, Chief Information Officer |
| Jigsaw Data-as-a-Service: The Next Billion Dollar Player? | Blog | 2009-09-01 | 4,132 | 3 | Sales Performance, Social Business, Enterprise Technology |
| Speech Analytics: Mining Business Insight from Customer Voices | Blog | 2009-08-27 | 2,638 | 0 | Leadership, Service and Support, Digital Marketing, Contact Center, Customer Analytics, Customer Experience, Enterprise Technology, Voice of Customer, Chief Customer Officer, Chief Information Officer, Customer Information Architecture, Technology Implementation |
| Unica Updates Brand, Pushes Interactive Marketing with Unica 8 | Blog | 2009-08-19 | 2,850 | 0 | Digital Marketing, Enterprise Technology, Chief Information Officer, Technology Implementation |
| Can SAP get back its CRM Mojo? (And beat Oracle in the Social Economy?) | Blog | 2009-08-16 | 4,210 | 0 | Social Business, Customer Analytics, Enterprise Technology, Chief Information Officer, Customer Information Architecture |
| CRM Association in Japan Awards Leaders in Customer-Centric Relationship Management | Blog | 2009-07-13 | 2,510 | 0 | Leadership, Sales Performance, Service and Support, Digital Marketing, Customer Experience, Chief Customer Officer, Chief Information Officer |
| Selling the "New Consumer" with Smart Conversations, Not Blind Automation | On-Demand Webcast | 2009-07-02 | 11,979 | 0 | Sales Performance, Digital Marketing, Contact Center, Web Analytics, Chief Customer Officer, Chief Information Officer |
| KANA Partners with IBM, Launches "Service Experience Management" | Blog | 2009-07-01 | 4,175 | 0 | Service and Support, Contact Center, Chief Information Officer |
| CrowdService: A Clear and Present ROI for Social CRM | Article | 2009-06-26 | 9,017 | 12 | Service and Support, Social Business, Contact Center, Voice of Customer, Chief Customer Officer, Chief Information Officer, Technology Implementation |
| Stop Making Excuses! Put Your Contact Center in the Cloud | Blog | 2009-06-23 | 2,576 | 0 | Leadership, Service and Support, Contact Center, Enterprise Technology, Chief Information Officer, Customer Information Architecture, Technology Implementation |
| Envision vs. Verint "Smackdown" on Speech Analytics for SMBs, but the Cloud is up Next | Blog | 2009-06-05 | 4,154 | 0 | Service and Support, Digital Marketing, Midsize Business, Enterprise Technology, Small Business, Chief Customer Officer, Chief Information Officer, Technology Implementation |
| Next-Generation Customer Service with Web 2.0 and Social Technologies | On-Demand Webcast | 2009-06-02 | 14,360 | 0 | Service and Support, Contact Center, Customer Experience, Chief Information Officer |
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Top 10 Authors of 2011
- Stan Phelps, Synergy Events
- Dave Brock, Partners In EXCELLENCE
- Nick Stamoulis, Brick Marketing
- Cheryl Hanna, Service Untitled
- Matt Heinz, Heinz Marketing Inc
- Bob Thompson, CustomerThink Corp.
- Maz Iqbal, Dynamica Consulting Group
- Bob Apollo, Inflexion-Point
- Jacob Morgan, Chess Media Group
- Jesse Noyes, Eloqua