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Thomas is an internationally renowned analyst and consultant with more than 25 years of proven track record of leadership experience in the CRM and CX industry. Being an experienced practitioner with a unique combination of development, quality management and consulting experience, he effectively translates business needs into technology solutions, bringing strong value to software vendors and their customers.

Short Bio (188 words)

Thomas is an executive, entrepreneur, analyst and consultant with more than 25 years of leadership experience in the software industry, business and IT consulting. Being an experienced CRM and CX practitioner with a unique combination of development-, quality management, and consulting skills, who effectively translates business needs into technology solutions, he brings strong value to organizations.

His achievements over the years include, but are not limited to, building the CIBER ANZ CRM consulting practice from scratch and making it a profitable division from year one, leading the development of the Epikonic solution, a mobile-social engagement platform, as a bootstrapped SaaS start-up. 

Thomas reorganized and drove strategic development of SAP's Montreal-based CRM development center, built a test competence center in India, shaped QM departments as well as his own boutique consulting companies.

His goal-oriented outlook allows him to initiate, design, and implement transformational change and deliver mission-critical systems and complex enterprise-scale projects in time and on budget. He is an innate strategist with an intuitive ability to precisely interpret technical information, construct reports for various stakeholders and drive discussions with top management requiring a deep understanding of business drivers.

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Last Year's Top 5 Popular Posts

SAP CRM and SAP Jam - News from CRM evolution

During CRM Evolution 2017 I had the chance of talking with Volker Hildebrand and Anthony Leaper from SAP. Volker is SAP’s Global Vice President SAP Hybris and Anthony is Senior Vice President and Sales GM - Enterprise Social Software at SAP. Topics that we covered were things CRM and collaboration, how and where SAP’s solutions are moving and, of course, the impact that the recent reshuffling in the executive board has. Starting with the latter, there is common agreement, that if at all it is positive as likely to streamline reporting lines and hence decision processes. First things first – after all I am a CRM guy. Having the distinct impression that the SAP Hybris set of solutions is going a good way I was most interested in learning from Volker about how there is going to be a CRM for S4/HANA. SAP’s new generation ERP system is growing at a good clip, and according to the Q1/2017 earnings call, now has 5,800 customers with 400 new customers in the last quarter alone. Many...
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Sweet Transformation: Inside SugarCRM’s New Direction

Fresh from the 2025 SugarCRM Analyst Summit, waiting for my plane home, it is time to sort my thoughts. From Monday, 1/27 evening to Wednesday 1/29 in the morning we had some time jam packed with information and good conversations with SugarCRM execs, customers, and in between analysts. The main summit started with a bang, namely the announcement that industry icon Bob Stutz joins the SugarCRM board of directors , which is something that few of us, if any, had foreseen. This is exciting news.  With David Roberts , who succeeded Craig Charlton in September 2024, SugarCRM itself has a new CEO with a long time CRM pedigree.  As with every leadership change, this promises some change. Every new CEO evaluates what they see vs. where they want their company to go and then, together with the team, establishes and executes a plan to get there. Usually, this involves some change in the structure of the executive leadership team, too.  This is what happened and happens with SugarCR...
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SaaS or the Rise of the Undead

SaaS is dead! It will be replaced by agentic systems that replace coded business logic by AI agents that autonomously interact to bring said business logic to life, just smarter. Satya Nadella said it - or at least something in these lines, if I believe all the pundits around. His words lit up the Internet. And Satya Nadella being the CEO of a 3 trillion dollar company is the ultimate fount of truth and wisdom, when it comes to business applications. Is he not? So, what should we take from his statements? After all, the words of the CEO of one of the top 3 valuable companies on this Earth carry some weight. Let me start straight.  I call BS! SaaS, first of all, is a delivery model of logic that also had some implications on vendors‘ business models and their approaches to pricing. For a variety of good and not so good reasons this delivery model succeeded vs. the prevalent model of on-premises software. Some of the more important reasons have been “no lock in by vendors”, “only pay...
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Salesforce stock tanks after earnings report - a snap analysis

The news On May 29, 2024, Salesforce reported its results for the first quarter of the fiscal year 2025. Highlights are a total quarterly revenue of $9.133bn US, resembling a year-over-year growth of 11 percent a current remaining performance obligation of $26.4bn US a remaining performance obligation of $53.9B US an operating margin of 18.7 percent. diluted earnings per share of $1.56 The company reported a revenue guidance of $9.2bn - $9.25bn US for the next quarter and a full year guidance of $37.7bn - $38.0bn US, resembling growth rates of 7 – 8 percent and 8 – 9 percent, respectively. With these numbers, Salesforce ended up at the lower end of last quarter’s guidance on the revenue growth side while exceeding the earnings per share projection and slightly lowered the guidance for the fiscal year 2025. The result: The company’s share price dropped from $272 to bottom out at $212. The bigger picture Salesforce is the big gorilla in the CRM and CX industry. The company has surpassed ...
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ZohoDay 2025 Brings Enterprise Swagger to the Lake

Zoho held its annual ZohoDays outside of Austin in the beautiful Horseshoe Bay resort. While this is a good way away from Austin proper, it also gave the opportunity to have long and good conversations with Zoho execs, customers and fellow analysts outside of the conference and meeting rooms. And guess what, this is exactly what happened.  Big time kudos to Sandy Lo with her amazing team for organizing this and of course also to all the Zoho execs, including the newly minted Chief Scientist Sridhar Vembu, Zoho’s new CEO Mani Vembu, Tony Thomas, Raju Vegesna, Vijay Sundaram and many more, who all were more than willing to share information and, even more importantly, get feedback. The latter is not something that we analysts take for granted. Besides the usual – and important – state of the business update by Vijay Sundaram, the event revolved around three main topics ·       AI ·       Enterprise and partner strategy ·       Industry str...
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