All posts by bob_thompson

Title Type Datesort icon Views Comments Categories
5 Opportunities to Profit from Social Selling Blog 2012-05-23 802 0 Sales Performance, Social Business
Fear, Uncertainty and Doubt: My AT&T DSL Customer Service Experience Blog 2012-05-18 872 6 Service and Support, Customer Experience, Customer Loyalty
Facebook's #EpicFail -- Lack of TRUST by Users and Investors Blog 2012-05-16 836 3 Social Business
People: The Secret Sauce in Customer Experience Success Blog 2012-05-04 1,391 0 Leadership, Service and Support, Customer Experience, Customer Process, Employee Engagement
Study: Social customer service adoption growing despite uncertain ROI (#scrm) Blog 2012-05-02 1,886 0 Service and Support, Social Business, Enterprise Technology
DocuSign Revs up Revenue Engine with Collaboration, Content and Technology Blog 2012-04-28 1,877 0 Digital Marketing, Enterprise Technology
Marketing tech needs Don Draper to be more Cool, not just Critical Blog 2012-04-24 1,011 0 Digital Marketing, Customer Analytics, Enterprise Technology
Macy's Marketing Transformation: From "Mad Men" to "Math Men" Blog 2012-04-23 2,577 0 Customer Analytics, Customer Experience, Customer Loyalty, Customer Strategy, Retail Sales
Starbucks is customer-centric because it listened… to ME Blog 2012-04-14 2,507 6 Customer Experience, Voice of Customer, Customer Loyalty
Survey: Brands consumers love (Apple, Coca-Cola, Amazon and Google) and what drives loyalty Blog 2012-04-12 1,291 0 Customer Experience, Customer Loyalty
Is Social Software the Cure for Business as Usual? Take the "Red Pill" to Find Out! Article 2012-04-10 2,867 3 Social Business, Enterprise Technology, Customer Loyalty, Employee Engagement
Consumer communication preferences: Email still king, but here comes texting! Blog 2012-04-05 864 0 Digital Marketing, Customer Experience
Sales 2.0: Growing up and finally ready to engage with Customer 2.0 Blog 2012-04-04 2,316 1 Sales Performance, Enterprise Technology
Study: Salesforce.com users not happy with SFA analytics Blog 2012-03-28 1,776 0 Sales Performance, Customer Analytics, Enterprise Technology
If the Customer Experience is so important, how do you explain the success of Ryanair? Blog 2012-03-26 2,120 8 Leadership, Customer Experience
Five Guys: Great $5 Hamburger, Free Peanuts and a Perky Experience Blog 2012-03-20 956 3 Customer Experience, Customer Loyalty
Forrester: Your website #CX still #FAILS after all these years Blog 2012-03-15 1,357 0 Customer Experience
CRM and CEM: Managing the Yin-Yang of Customer Relationships Blog 2012-03-08 3,818 6 Social Business, Customer Experience, Enterprise Technology, Customer Process, Customer Strategy, Chief Customer Officer
Geeks Rule! Using Big Data analytics at Nordstrom and LinkedIn Blog 2012-03-06 1,507 0 Digital Marketing, Customer Analytics, Customer Experience, Enterprise Technology, Web Analytics
Barbeque buying experience: How Weber and Home Depot won my business Blog 2012-03-04 1,955 3 Customer Experience, Innovation, Retail Sales
Best Western Pioneers Social Feedback Management, Improves the Guest Experience Article 2012-03-01 2,851 0 Social Business, Customer Experience, Enterprise Technology, Voice of Customer, Customer Loyalty
Sentiment Analysis for Business, Finance, and Social Media Showcased at May 8, New York Symposium News 2012-02-10 297 0
My Top 10 Favorite Posts of 2011 Blog 2011-12-30 2,003 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 3,594 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 3,824 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 3,422 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 2,532 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 2011-10-20 610 0 Leadership, Customer Analytics, Customer Experience, Employee Engagement
NICE Acquires Fizzback, EFM/VoC Industry Consolidation Heats Up Blog 2011-09-23 2,167 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 4,261 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 2,790 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 10,820 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 3,225 6 Social Business, Innovation
The CRM Evolution in Japan Blog 2011-07-08 2,825 0 Leadership, Social Business, Customer Experience, Innovation
Betting $100 on the Zappos culture to deliver a great service experience Blog 2011-06-23 3,117 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 12,775 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 2,853 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 3,213 6 Enterprise Technology
Why doesn't Revenue Performance Management (RPM) include Sales? Blog 2011-05-27 4,074 16 Sales Performance, Digital Marketing, Enterprise Technology
SAP Showcases Innovation at SAPPHIRE NOW, but the Future is Still Cloudy Blog 2011-05-21 2,669 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 2,688 2 Customer Experience
Does CEM Need a Technology Platform? Blog 2011-04-20 4,423 23 Customer Experience, Enterprise Technology
Nailing Jell-O to the Wall: The Real Social CRM Leader is… Salesforce.com? Blog 2011-04-13 3,179 2 Digital Marketing, Social Business, Enterprise Technology
B2B Marketers, Analyze This: How Do Prospects Score YOU on Their Experience? Article 2011-03-29 5,601 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 9,609 17 Leadership, Social Business
CustomerThink Launches CustomerExperienceOne, a New Thought Leader Community Focused on Customer Experience Management (CEM) News 2011-03-16 432 0 Customer Experience
Infegy's Social Radar 3 mines consumer insight from 9 billion conversations Blog 2011-03-12 3,740 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 2,618 0 Customer Experience, Voice of Customer, Customer Loyalty
The ONE thing you need to know about Net Promoter ... Blog 2011-02-10 3,342 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 4,234 0 Social Business, Enterprise Technology
CustomerThink Names Thought Leaders to Advisory Board News 2011-01-20 1,061 0
Customer Experience Management: Past, Present and Future Article 2011-01-07 8,630 4 Leadership, Customer Experience
2011: The year when 80% of Social CRM projects will #fail ... Blog 2011-01-04 6,336 11 Social Business
My Top 10 Favorite Posts of 2010 Blog 2010-12-28 3,249 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 2,538 1 Customer Experience, Hospitality / Entertainment
SAS scores big digital marketing win, announces social media engagement solution Blog 2010-11-03 5,779 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 24,166 0
Yammer girds loins in battle for collaborative layer in Enterprise 2.0 Blog 2010-10-01 6,825 2 Social Business
Free advice to vendors from my real "Customer 2.0" buying experience Blog 2010-09-24 4,261 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 2,388 0 Sales Performance, Social Business
Salesforce.com bets on crowd-powered data... Because data ages like fish Blog 2010-09-01 4,643 1 Sales Performance, Enterprise Technology
Does SFA improve sales performance? Blog 2010-08-26 3,854 2 Sales Performance, Enterprise Technology
Big Wells Fargo #fail over excessive CRM -- Judge orders $203M refund to customers Blog 2010-08-12 4,518 0 Leadership, Financial Services
Why ERP is critical to a customer-centric business (and CRM/sCRM is not the endgame) Blog 2010-08-05 7,127 19 Leadership, Enterprise Technology
Users Don't "Like" Facebook -- Satisfaction Scores Scrape Bottom with Airlines & Cable Blog 2010-07-20 4,003 1 Social Business, Voice of Customer, Customer Loyalty
Time to Harmonize Your Cross-Channel Customer Experience Blog 2010-06-21 6,009 1 Customer Analytics, Customer Experience
My Social Business Rockstars Blog 2010-06-12 2,938 0 Social Business
Using Social Media To Enhance Your Customer Feedback Program On-Demand Webcast 2010-05-23 37,489 0 Social Business, Voice of Customer
Broken Promise: Shame on BP for using "Shaggy Defense" on Gulf oil spill Blog 2010-05-15 4,187 6 Leadership, Employee Engagement
The Collaborative Customer Experience: Inspiring Loyalty, Driving Profitability On-Demand Webcast 2010-05-09 20,721 0 Service and Support, Customer Experience, Enterprise Technology
Will the real Social CRM leader please stand up? Blog 2010-05-01 9,028 23 Social Business, Enterprise Technology
The Road to CRM Industry Success is Open for SugarCRM Blog 2010-04-16 4,114 0 Sales Performance, Enterprise Technology
Can you do "Social CRM" without Social Media/Networks? Or Without CRM systems? Blog 2010-04-03 4,793 2 Social Business
Will StreamWork get SAP out of its innovation funk? Blog 2010-03-30 4,916 0 Social Business, Enterprise Technology, Innovation
Sentiment Analysis Meets Social CRM: Powering the New Customer-Conversation Driven Enterprise On-Demand Webcast 2010-03-22 29,063 0 Social Business, Customer Analytics, Voice of Customer
Do business leaders trust social media to support decision-making? Blog 2010-03-13 4,000 1 Leadership, Social Business
Fuzzy Insight: Social media driving interest in sentiment analysis Blog 2010-03-03 4,992 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 3,614 1 Sales Performance, Digital Marketing, Social Business, Enterprise Technology
RightNow and Salesforce.com -- trailblazers for integrated Social Business solutions Blog 2010-02-17 4,111 0 Sales Performance, Service and Support, Social Business, Customer Experience, Enterprise Technology
Leads360 empowers B2C marketers with predictive lead management Blog 2010-02-12 4,943 0 Digital Marketing, Enterprise Technology, Financial Services
Infusionsoft stays true to small business vision, introduces Email Marketing 2.0 Blog 2010-02-10 7,026 7 Digital Marketing, Enterprise Technology
Aprimo Making Smart Moves in Marketing Automation Space, Rides Shift to Digital Marketing in the Cloud Blog 2010-02-05 5,921 2 Digital Marketing, Enterprise Technology
Teens Prefer Facebook. Duh. Blog 2010-02-04 1,908 1 Social Business
CustomerThink Names 16 Global Thought Leaders to 2010 Editorial Board News 2010-01-28 1,382 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 6,575 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 3,451 0 Sales Performance
Social Media Highlights for 2009 Blog 2010-01-17 2,730 1 Social Business
My Top 10 Favorite Posts of 2009 Blog 2009-12-28 4,490 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 4,664 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 3,169 0 Social Business, Customer Analytics
Underwhelmed by Salesforce.com's Chatter = Vaporware 2.0 Blog 2009-11-20 4,940 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 4,774 0 Service and Support, Enterprise Technology
Speech Analytics: Mining Customer Voices for Business Insight On-Demand Webcast 2009-11-16 20,516 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 4,817 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 4,375 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 6,669 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 2009-11-02 20,352 0 Sales Performance, Digital Marketing, Social Business, Chief Information Officer
RightNow CX Takes the Road Less Traveled Blog 2009-10-30 4,625 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 3,354 2 Leadership, Sales Performance, Digital Marketing, Social Business
Social Media in Business: Hype vs. Hope Interview 2009-10-12 7,749 0 Leadership, Sales Performance, Service and Support, Digital Marketing, Social Business, Chief Customer Officer, Chief Information Officer
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