--- title: "An Interview with Bob Thompson: “... perception is reality. What the customer thinks and feels is paramount.” - FindMyCRM" description: It is hard to immediately turn your organization into a customer-driven one and you need some guidance.That is why we present an interview with Bob Thompson - a founder of CustomerThink-platform. image: https://www.findmycrm.com/hubfs/Imported_Blog_Media/photo-1581547848545-a75a2634ba23-1.jpg --- ![FindMyCRM](https://www.findmycrm.com/hubfs/Imported_Blog_Media/photo-1581547848545-a75a2634ba23-1.jpg) [ Back to Blog ](https://www.findmycrm.com/blog) Page navigation: Summarize in: [ ChatGPT ](https://chat.openai.com/?q=Visit+this+URL+and+summarize+this+post+for+me%3A+https://www.findmycrm.com/blog/interviews/an-interview-with-bob-thompson-perception-is-reality-what-the-customer-thinks-and-feels-is-paramount) [ Perplexity ](https://www.perplexity.ai/search/new?q=Visit+this+URL+and+summarize+this+post+for+me%3A+https://www.findmycrm.com/blog/interviews/an-interview-with-bob-thompson-perception-is-reality-what-the-customer-thinks-and-feels-is-paramount) [ Google AI ](https://www.google.com/search?udm=50&aep=11&q=Visit+this+URL+and+summarize+this+post+and+highlight+the+key+takeaways+for+me%3A+https://www.findmycrm.com/blog/interviews/an-interview-with-bob-thompson-perception-is-reality-what-the-customer-thinks-and-feels-is-paramount) [ Interviews ](https://www.findmycrm.com/blog/tag/interviews) Summarize in: [ ChatGPT ](https://chat.openai.com/?q=Visit+this+URL+and+summarize+this+post+for+me%3A+https://www.findmycrm.com/blog/interviews/an-interview-with-bob-thompson-perception-is-reality-what-the-customer-thinks-and-feels-is-paramount) [ Perplexity ](https://www.perplexity.ai/search/new?q=Visit+this+URL+and+summarize+this+post+for+me%3A+https://www.findmycrm.com/blog/interviews/an-interview-with-bob-thompson-perception-is-reality-what-the-customer-thinks-and-feels-is-paramount) [ Google AI ](https://www.google.com/search?udm=50&aep=11&q=Visit+this+URL+and+summarize+this+post+and+highlight+the+key+takeaways+for+me%3A+https://www.findmycrm.com/blog/interviews/an-interview-with-bob-thompson-perception-is-reality-what-the-customer-thinks-and-feels-is-paramount) # An Interview with Bob Thompson: “… perception is reality. What the customer thinks and feels is paramount.” It is hard to immediately turn your organization into a customer-driven one and you need some guidance.That is why we present an interview with Bob Thompson - a founder of CustomerThink-platform. [![Ivan Karp](https://www.findmycrm.com/hs-fs/hubfs/Ivan%20LI.png?width=48&height=48&name=Ivan%20LI.png) Written by ##### Ivan Karp ](https://www.findmycrm.com/blog/author/ivan-karp) ![Ivan Karp](https://www.findmycrm.com/hs-fs/hubfs/Ivan%20LI.png?width=48&height=48&name=Ivan%20LI.png) ##### Ivan Karp Managing Director at SyncMatters, Europe [More from Ivan Karp](https://www.findmycrm.com/blog/author/ivan-karp) Published: Apr 05, 2024 | 5 mins read Share on: **Editor’s note:** *Customer oriented business strategy is becoming a key contributor to the overall performance of the company. Nowadays it is a necessity to put your clients on the pedestal and plan all your activities according to their needs. But it is hard to immediately turn your organization into a customer-driven one and you need some guidance.* *That is why we present an interview with [Bob Thompson](https://www.linkedin.com/in/customerthink/) – a founder of CustomerThink – platform that helps business owners understand how to create mutually beneficial customer relationships. With two decades of experience in customer-facing roles, in sales, technical support, consulting and executive positions he can provide you with essential insights of customer service.* ## **1.** ** Can you tell our readers, what crucial lessons you’ve learnt throughout these years?** The main lesson is that customer service must have a foundation of genuine caring for the customer. That’s what being “customer-centric” really means. On that foundation, service managers must empower their frontline staff with the right tools and practices. None of this is a secret, yet few companies seem able to master these basic ideas, and they are the ones that create the most loyal customer relationships. ![Business & Work](https://www.findmycrm.com/hs-fs/hubfs/Imported_Blog_Media/photo-1550305080-4e029753abcf-2.jpg?width=519&name=photo-1550305080-4e029753abcf-2.jpg) ## **2.** **Bob, tell us few words about CustomerThink community. ** CustomerThink started 20 years ago as an email discussion list to help business managers learn about customer-centric business. We’re grown a lot, and now have an online community with 2,000+ registered authors, and service over 150,000 each month. But the mission is the same. Business managers can learn about all facets of customer relationships, engage in discussions, sign up for newsletters, and much more. It’s a free resources — use it! ## **3.** **Can you advise some technological tools that can help in expansion of a clients base for companies of any size?** Sorry, I don’t recommend specific tools. There is a vast array of technology available. ## **4.** **Can you share with us some examples or case studies of effective customer-centric improvements the company did with your help?** I was an employee of IBM for 15 years, working with large enterprises in tech support, sales, and management. The biggest lesson I learned came early in my career: perception is reality. What the customer thinks and feels is paramount. ## **5.** **Can you provide us with the essential points of your book – “Hooked on Customers”?** The book distills 15 years of research into five interconnected “habits” — practices that top companies perform well. They are: Listen, Think, Empower, Create, and Delight. ![Self-development](https://www.findmycrm.com/hs-fs/hubfs/Imported_Blog_Media/photo-1517245386807-bb43f82c33c4-4.jpg?width=514&name=photo-1517245386807-bb43f82c33c4-4.jpg) ## **6.** **Which CRM system you will recommend to use to make your business more profitable?** I can’t make such a recommendation. Each company and situation is different. ## **7.** **Finally, can you share with us your thoughts and predictions about the future of customer service and CRM market in particular?** Customer service has gotten a boost due to recognition that experience is a source of differentiation. CRM tools can help empower agents to provide great service, and recent advance in AI will help even further. I think the future is bright for customer service leaders, and they need to seize the opportunity to make a difference! *We are thankful Bob for the useful information he provided and hope this article will make a business management easier for you!* **P.S.** If this interview inspired you to choose a new CRM tool, [contact us](https://www.findmycrm.com/contact-us/). **Subscribe to FMC Newsletter** No spam and promotion, just insightful information [![Ivan Karp](https://www.findmycrm.com/hs-fs/hubfs/Ivan%20LI.png?width=140&height=140&name=Ivan%20LI.png) ](https://www.findmycrm.com/blog/author/ivan-karp) ### [Ivan Karp](https://www.findmycrm.com/blog/author/ivan-karp) Managing Director at SyncMatters, Europe ## Wondering how much to migrate from your CRM to another? Converting or Implementation can be a blocker, luckily we have migration-specific automation tools at low costs. ![FindMyCRM - BLog](https://25128455.fs1.hubspotusercontent-eu1.net/hubfs/25128455/ServicesIcons-Cost2%201%20(1).png) Note: To estimate cost you will need to create an account. ## Thematic articles [Browse Articles ](https://www.findmycrm.com/blog) ![Engineering CRM Data Quality: Automated Cleansing Systems, Deduplication Logic, and Validation Frameworks](https://www.findmycrm.com/hubfs/AI-Generated%20Media/Images/Create%20a%20highquality%20featured%20image%20for%20a%20professional%20B2B%20blog%20article%20titledThe%20Future%20of%20CRM%20Data%20Quality%20SelfCleaning%20Systems%20%20Best%20PracticesStyle.png) #### Engineering CRM Data Quality: Automated Cleansing Systems, Deduplication Logic, and Validation Frameworks Discover how AI-powered, self-cleaning CRM systems can transform data quality management, prevent revenue losses, and enhance customer expe... ![Engineering CRM Data Quality: Automated Cleansing Systems, Deduplication Logic, and Validation Frameworks](https://www.findmycrm.com/hubfs/1740426643903.jpeg) ###### Vadim Volnitskyi February 28, 2026 [ CRM ](https://www.findmycrm.com/blog/tag/crm) ![Workflow Optimization vs CRM Features: What Matters Most?](https://www.findmycrm.com/hubfs/AI-Generated%20Media/Images/Create%20a%20highquality%20featured%20image%20for%20a%20professional%20B2B%20blog%20article%20titledWorkflow%20Optimization%20vs%20CRM%20Features%20What%20Matters%20MostStyle%20modern%20SaaS.png) #### Workflow Optimization vs CRM Features: What Matters Most? Learn why workflow optimization, not just CRM features, is crucial for maximizing your team's efficiency and driving business growth. Disco... ![Workflow Optimization vs CRM Features: What Matters Most?](https://www.findmycrm.com/hubfs/1740426643903.jpeg) ###### Vadim Volnitskyi February 26, 2026 [ CRM ](https://www.findmycrm.com/blog/tag/crm) ![CRM Adoption Blueprint for Small Teams](https://www.findmycrm.com/hubfs/AI-Generated%20Media/Images/Create%20a%20highquality%20featured%20image%20for%20a%20professional%20B2B%20blog%20article%20titledCRM%20Adoption%20Blueprint%20for%20Small%20TeamsStyle%20modern%20SaaS%20%20startupfriendly-1.png) #### CRM Adoption Blueprint for Small Teams Blueprint for small teams to successfully adopt CRM systems, addressing unique challenges, benefits, and strategies for sustainable success... ![CRM Adoption Blueprint for Small Teams](https://www.findmycrm.com/hubfs/1740426643903.jpeg) ###### Vadim Volnitskyi February 24, 2026 [ CRM ](https://www.findmycrm.com/blog/tag/crm) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Ivan Karp", "url" : "https://www.findmycrm.com/blog/author/ivan-karp" }, "dateModified" : "2024-04-05T06:19:54.472Z", "datePublished" : "2024-04-05T06:19:54.000Z", "headline" : "An Interview with Bob Thompson: “... perception is reality. 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