Gartner Blog Network

Category: 'social-crm' Blog Posts

from the Gartner Blog Network

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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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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All of the marketing offers that never came, and some that did….

by Michael Maoz  |  January 23, 2015

Absorb the lesson of the Theseus Ship and you have all of the tools to advise the Marketing team when they ask IT help to create great customer experiences. None...

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Customer Service is the God Particle.

by Michael Maoz  |  January 13, 2015

The official 2015 Customer Engagement Center Magic Quadrant kicks off in another week, though it is more de jure than de facto, as it a living creature that updates from...

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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 Selfie Marshall McLuhan anticipated 50 years ago, but as CIO you might miss.

by Michael Maoz  |  August 25, 2014

Here are five places where anyone could have observed a Selfie being taken or viewed in any major US city this week: Waiting in line at the DMV, driving a...

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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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