Gartner Blog Network

Category: 'saas-and-cloud-computing' 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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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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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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CIOs can be supply specialists or maestros of innovation. Who are you?

by Michael Maoz  |  January 8, 2015

In the military, one of the more interesting jobs is the supply specialist who keeps the armory and warehouses stocked. These wonderful folks, usually infectiously enthusiastic and salty of tongue, are...

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Why didn't you say that in the first place? The CIO needs Google Translate for CRM.

by Michael Maoz  |  December 10, 2014

My colleagues and I just released a new piece of research that we titled, "Nine CRM Projects to do Right Now for Customer Service (if you are a Gartner client...

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The CIO, a VP Marketing and a customer walk into a bar....

by Michael Maoz  |  October 5, 2014

Consumers are often frustrated for reasons that the CIO can neither see nor understand. Our consumers are frustrated for reasons that the VP of Marketing cannot see nor understand. If...

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CIOs start to taste the meringue and unload those pesky humans.

by Michael Maoz  |  August 19, 2014

It has been three and a half years since IBM's multi-billion dollar Watson, an array of  supercomputing power, won the US television show Jeapordy. Despite some really funny errors, it...

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CIOs face choiceless choice for complicated CRM projects.

by Michael Maoz  |  June 19, 2014

Two of my colleagues just finished a tour of client visits in Kuala Lumpur, Jakarta, Singapore, Taiwan and parts of China (or other parts, depending on ones politics). Their observations...

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