Gartner Blog Network

Category: 'customer-service' Blog Posts

from the Gartner Blog Network

A Magic Quadrant Parabasis

by Michael Maoz  |  May 4, 2016

The Magic Quadrant for the CRM Customer Engagement Center published this morning ( http://www.gartner.com/document/3306017 - for clients), and though I risk running afoul of the rules in Robert Hartwell Fiske's Dictionary of...

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Isn’t it about time that the CIO set out on a customer journey?

by Michael Maoz  |  April 6, 2016

CIOs are often described as business leaders. That is true in the same way a parent might say they are the father of their country. Yes, they are a father,...

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Who is teaching the CIO about empathy in process design?

by Michael Maoz  |  March 8, 2016

In a few hours from now I will publish new research on empathy in the design of customer processes. The piece explores empathy for the employee and empathy for the...

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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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2015 Digital Commerce Holiday Recap

by Jennifer Polk  |  January 7, 2016

There are many digital commerce lessons to be learned from the 2015 holiday season. Here’s a recap of four digital commerce trends and takeaways that marketers across industries can apply to...

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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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