Gartner Blog Network

Category: 'gartner-customer-360-summit' Blog Posts

from the Gartner Blog Network

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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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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Why data mining resembles handing a child a scalpel.

by Michael Maoz  |  January 6, 2015

One of the recurring jokes that gets a laugh regardless of the times heard is from George Carlin: "I put a dollar in a change machine. Nothing changed." With advanced...

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Lessons to the CIO on Customer Experience from Henry the Fourth, Part I, Act 3

by Michael Maoz  |  May 14, 2014

I need a minute to work up to my point, so breathe. The primary residual gift of a university education is the people you meet. The secondary residual gift are...

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Note to the enterprise: CRM program success comes from the philosophical, not the technological.

by Michael Maoz  |  May 13, 2014

A trip to the Department of Motor Vehicles (or DMV) in just about any of the US 50 States is an eye-opening experience. I was only surrendering license plates and making...

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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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What Hemingway would say to the CIO on Customer Engagement

by Michael Maoz  |  April 23, 2014

The IT street beat has been a-drum with talk of data. During client enquiry it is a good habit to ask the folks on the call what their job titles...

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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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