Gartner Blog Network

Category: 'contact-center' Blog Posts

from the Gartner Blog Network

Complex CRM Cloud deployments Have that familiar feeling of complexity

by Michael Maoz  |  January 25, 2016

This morning I was going over a fairly complex Business-to-Consumer customer support implementation of one of the many Cloud CRM providers. About five minutes into the review a catchy tune...

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You can't get there from here, or, Why CRM efforts fail for most companies.

by Michael Maoz  |  January 11, 2016

It's 3:00 AM in Manila City, and you are walking through neighborhoods with names like Bel Air and San Antonio and San Lorenzo. Manila Bay and the Pasig River are...

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The Customer Engagement Center Magic Quadrant, 2015

by Michael Maoz  |  April 27, 2015

The Customer Engagement Center is another way of saying a Customer Service and Support software suite. We had called it the CRM Customer Service Contact Center MQ for nearly 15...

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Big Data as Profit before People. Find a Kahuna nui.

by Michael Maoz  |  April 15, 2015

It is the end of the Magic Quadrant period for the Customer Engagement Center (AKA, Customer Service Contact Center) 2015, and in two weeks time the 2015-2016 update should be...

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CRM Providers and the Cobbler's Children

by Michael Maoz  |  March 5, 2015

If you are feeling subversive while creating an RFP for a CRM vendor, visit their website and try out the CRM features that are baked into their site. In theory...

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Why didn't you say that in the first place? The CIO needs Google Translate for CRM.

by Michael Maoz  |  December 10, 2014

My colleagues and I just released a new piece of research that we titled, "Nine CRM Projects to do Right Now for Customer Service (if you are a Gartner client...

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CIOs face choiceless choice for complicated CRM projects.

by Michael Maoz  |  June 19, 2014

Two of my colleagues just finished a tour of client visits in Kuala Lumpur, Jakarta, Singapore, Taiwan and parts of China (or other parts, depending on ones politics). Their observations...

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Behind the magic of the CRM Customer Engagement Center MQ, 2014

by Michael Maoz  |  April 25, 2014

Kids in the western world from the Middle Ages on down would listen to magicians incant Hocus Pocus and Abracadabra before performing a feat of magic. They would wait for...

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All that a CIO needs to know about CRM was said already by the Dalai Lama

by Michael Maoz  |  April 8, 2014

I am about to release the draft of the Customer Engagement Center Magic Quadrant 2014 for review to software vendors. This is the MQ that was formerly known as the...

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Hey, Marketing leader, isn't it time to share your social media strategy?

by Michael Maoz  |  February 27, 2014

We just published our 2014 Social for CRM Vendor Guide (if you are a Gartner client you can view it at  http://gtnr.it/1ft8B8o ), and among the interesting insights is our survey that shows...

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