Gartner Blog Network

Category: 'crm' Blog Posts

from the Gartner Blog Network

How many cloud types do you know?

by Michael Maoz  |  April 30, 2015

All that it takes is one major rumor about a software company takeover to drive folks into a frenzy. But really: NOW they get excited? Relax - there are only a...

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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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Save us from the experts.

by Michael Maoz  |  April 2, 2015

There is an oft-used quote from Grace Hopper, or better addressed as Rear Admiral (Amazing) Grace Hopper, USN, Ph.D., that goes, "One accurate measurement is worth more than 1,000 experts."...

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Does B2B Sales Have a Seat at the Customer Experience Table?

by Tad Travis  |  March 26, 2015

This is an intentionally provocative question.  At first glance, it may seem that the answer is an obvious, sarcastic "well, yes of course they do."  But for all the recent focus...

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Carl Jung speaking to the CIO about CRM.

by Michael Maoz  |  March 25, 2015

If your summer travels take you to the Zürichsee, or, if you are on the upper course, the Obersee, look for the signs for the Bollingen Tower, built in the...

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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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Digital Humanism and the Necker Cube.

by Michael Maoz  |  March 4, 2015

Everyone who has had a bad fever, sat at a Department of Motor Vehicles, dropped acid, or owned a pet knows that ‘reality’ is a very relative and porous term....

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Enterprise Information and Master Data Management (MDM) Summit Q&A

by Andrew White  |  February 7, 2015

We have in hand a number of questions from attendees from last year’s summit that were handed in at the closing keynote.  We have also received questions from those inquiring...

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All of the marketing offers that never came, and some that did….

by Michael Maoz  |  January 23, 2015

Absorb the lesson of the Theseus Ship and you have all of the tools to advise the Marketing team when they ask IT help to create great customer experiences. None...

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