Gartner Blog Network

Category: 'customer-service' Blog Posts

from the Gartner Blog Network

What Napoleon at Austerlitz can teach the CIO about the Customer and CRM.

by Michael Maoz  |  November 24, 2015

Hannibal had Cannae, Napoleon had Austerlitz, and the Customer has you business. Not the CIO, not the heads of Marketing, Digital Commerce, and not your shareholders. Next Wednesday, 2 December...

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See you in Barcelona. What is your IT Style?

by Michael Maoz  |  November 6, 2015

At our Gartner Symposium next week in Barcelona there will be another opportunity to attend our new presentation Track, “Drive Business Growth,” that focuses on the digital moments that create...

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Do You, oh CIO, CMO, LoB, CDO, Not Fear These Questions?

by Michael Maoz  |  October 29, 2015

Why should we trust you? When were you there for us? Can you tell us the last time you mattered in our lives? How much profit have you made from...

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CRM is now a Paradigm Lost

by Michael Maoz  |  October 27, 2015

Customer Relationship Management is a corporate Venus Flytrap. For anyone who has hiked the streams and meadows of the Carolinas on the US eastern seaboard, you have seen the delicate red base...

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The Mediocrity of a 360 degree View.

by Michael Maoz  |  October 15, 2015

A good test of your level of customer service is what happens when something goes wrong. Like in any relationship, when things are good, they are good: it is living...

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Cognitive Heuristic Big Data Algorithms and other buzzwords of perhaps putative benefit.

by Michael Maoz  |  October 6, 2015

While driving 1,750 kilometres to deliver a student to a university campus on the East Coast of the United States we drove past strip malls, that most American contribution to...

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Facebook Friends Aren't Real Friends

by Jenny Sussin  |  August 24, 2015

I've read articles in the past about how people only share the "cool" things they do on social media and it leaves the rest of us with either envy or...

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Gartner Special Report: Engaging Customers in a Mobile Digital World

by Robert Desisto  |  July 30, 2015

Mobile interaction is quickly become the preferred means of communication for customers. IT leaders therefore cannot afford to put off the development of a strategy for mobile digital customer engagement....

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I'm here to collect on a debt..... don't tell Marketing.

by Michael Maoz  |  June 21, 2015

Marketing is facing its Waterloo. As a business unit it is the corporate Napoleon, and the Customer is then the Duke of Wellington, aided by the head of Customer Service, who...

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Your customers are out of their minds.

by Michael Maoz  |  June 5, 2015

Scientific papers about the shrinking of the size of the human brain are as common at the moment as news on FIFA's role in squashing an inquiry into Thierry Henry's famous...

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