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Bob Thompson - The technology doesn't drive any of the stuff

Bob Thompson - The technology doesn't drive any of the stuff

I mean the technology doesn’t drive any of the stuff. It’s an enabler. You know I’m a former, I was a math major when I went to school. And I have forgotten pretty much everything I learned there expect for one bit of logic: necessary but not sufficient. And to me that really sums up the role of technology in, whether you call it CRM, CEM, collaboration,… It is necessary. And you do find that leaders use technology more aggressively,[...]
Bob Thompson - There ought to be a business goal

Bob Thompson - There ought to be a business goal

I don’t know what the collaborative enterprise really means I think it’s a bit of a buzzword whether you call it the social enterprise which salesforce.com is pushing, or the collaborative enterprise. There is… like I was saying there, the term has been around for sometime, and I went back and I pulled from my article a couple of years ago. The term for the technology enabled collaboration, back in the early days, was CSCW. Doesn’t that roll right off[...]
Bob Thompson - About customer service collaboration

Bob Thompson - About customer service collaboration

So the ability of a customer service agent to actually take care of a problem quickly and do it right is critical, and I think most people agree with that. How can you do that when you have… companies are trying to keep the cost down and they want to have a very efficient and low cost operation, yet they want to deliver a high quality customer experience, how are you going to do that? Well, one way you can[...]
Bob Thompson - People working together towards a shared goal

Bob Thompson - People working together towards a shared goal

I think that the last decade has been dominated more by trying to automate processes of various types and, you know, we are really just beginning the age of true collaboration. There is a – for collaboration I think I would like to start and just say what I mean by it, because I suspect that a lot of people today, when they hear the word collaboration, they have lots of different things running through their minds. To me it[...]