Ed Thompson VP Distinguished Analyst Egham United Kingdom Years of Experience 15 years at Gartner 22 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) Three Steps to Create a CRM Strategy 09-Feb-2010 Ed Thompson Social CRM Market Definition and Magic Quadrant Criteria 05-Feb-2010 Adam Sarner, Ed Thompson, Michael Maoz Case Study: Helpstream, Building a Business With Amazon 05-Feb-2010 Ed Thompson, Thomas Otter Customer Experience Management Key Initiative Overview 05-Feb-2010 Ed Thompson Top Business Processes for Customer Service, 2010 to 2012 19-Jan-2010 Jim Davies, Ed Thompson, Michael Maoz, Johan Jacobs