Gartner Blog Network

Category: 'customer-service' Blog Posts

from the Gartner Blog Network

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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CRM choices are driven by fear more than hope.

by Michael Maoz  |  May 6, 2015

Working done in Washington DC this week reminded me for the thousandth time why the role of analyst is so wonderful. There was a meeting with a CIO and the senior...

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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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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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Five Proof Points that "Social" is More than Digital Marketing

by Jenny Sussin  |  March 20, 2015

As the "digital" bubble gets bigger and the "social" bubble is staining many a floor in the enterprise world, I find many clients have a hard time understanding the difference...

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