Gartner Blog Network

Category: 'strategic-planning' 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...

Read more »

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...

Read more »

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...

Read more »

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."...

Read more »

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...

Read more »

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....

Read more »

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...

Read more »

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...

Read more »

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...

Read more »

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...

Read more »