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Our best content, selected by CustomerThink founder and Editor-in-Chief Bob Thompson. Sign up for our weekly Advisor newsletter to get the Top 10 Editor’s Picks every Monday.

Unica's Vision: "Marketing So Relevant, It Feels Like Service"

Yuchun Lee When I first met Unica co-founder Yuchun Lee several ago, he told me his goal was to create a billion dollar business. Seemed a bit far-fetched at the time, since the company had yet to book $10 million per year. Now, as Unica surpasses $100 million per year in (run-rate) revenue, that goal […]

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Web 2.0 Powers Up People

Q: How do you hype interest in the Web, again? A: Put 2.0 on the end of it! It reminds me of the hype that drove interest in CRM, which didn’t really ramp up until we all started to use the term “CRM.” Until about 1997 or so, there was a mishmash of terms floating […]

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Why "CRM" Must Die for Customer-Centric Business To Thrive

As we ring in the New Year, it’s time to bid farewell to “CRM.” Why? Because after more than a decade it still doesn’t have a commonly understood and accepted meaning. What if you gave an “apple” to a friend, who became annoyed because it didn’t look or taste like the orange that was expected? […]

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The Next Generation of Customer Management? Customer Experience Management

Since I founded CRMGuru.com in January 2000, interest in CRM has blown hot and cold. Now Gartner says that the good times are rolling: CRM software revenue jumped 13.7 percent in 2005 to $5.7 billion. One factor, the analyst firm says, it that buyers recognize that CRM applications are "key drivers of customer acquisition and […]

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