Ed Thompson VP Distinguished Analyst Egham United Kingdom Years of Experience 14 years at Gartner 21 years IT industry Areas of Coverage Customer Relationship Management View Latest Research Resources Create Analyst Alert Contact Gartner Roles and Responsibilities Edmund (Ed) Thompson is a vice president and distinguished analyst in Gartner Research. His research focuses on CRM, and he is the research leader for the CRM Strategy and Implementation and Customer Experience Management topics. He researches CRM strategy, implementation, CRM service providers, customer experience and SAP CRM, and more generally covers CRM in Europe. Previous Experience Prior to joining Gartner, he was a consultant at INTECO, where he worked in strategy consultancy and market research. Previously, Mr. Thompson worked at Software Sciences/Data Sciences, an independent software vendor and system integrator based in the United Kingdom. Professional Background INTECO, Research Consultant, 3 years Software Sciences/Data Sciences, Programmer and Analyst, 3 years National Westminster Bank, Clerk, 1 year Education B.A., Economics, Portsmouth Polytechnic Diploma in Marketing LATEST RESEARCH More by this author Title Publish Date Author(s) Vendor Rating: SAP 13-Oct-2009 Thomas Otter, Peter Wesche, Daniel Sholler, Yvonne Genovese, Christian Hestermann, Jeff Woods, Deborah R Wilson, Tim Payne, John Rizzuto, Ed Thompson, Alexa Bona, Robert P. Desisto, Nigel Rayner, John E. Van Decker, Gene Alvarez, Regina Casonato, Paul E. Proctor, Andreas Bitterer, Bob Igou, William Clark, James Holincheck, C. Dwight Klappich, Sharon A. Mertz, Kristian Steenstrup, Janelle B. Hill, Andrew White, Tom Eid Porsche Uses CRM to Unify Customer Data, Standardize Processes and Deliver ROI 02-Sep-2009 Ed Thompson The Definition of Customer Experience Management 07-Aug-2009 Ed Thompson, Gareth Herschel The 12 Difficult Questions You Must Pose to CRM SaaS Vendors to Reduce Cost and Risk 07-Aug-2009 Ed Thompson, Alexa Bona Ten Best Practices to Make CRM Project Change Management More Effective 23-Jul-2009 Ed Thompson, Matthew Goldman