Michael Maoz

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Archives for May, 2009


Social Networking as the Scarcrow of CRM: If I only had a brain.

by Michael Maoz  |  May 14, 2009  |  3 Comments

The Wall Street Journal is running a lead story in the Marketplace section that “Businesses Quit Slashing IT Budgets.” That brought me back to the subject of an earlier post: are you overspending, underspending or correctly spending on you web presence? The issue is that there is no “you” out there. I come from a […]

3 Comments »

Category: CRM Customer Centric Web Innovation and Customer Experience     Tags:

Email is dead, taken out by Twitter, chat and communities.

by Michael Maoz  |  May 10, 2009  |  13 Comments

I have been analyzing the data from my recent Customer Service Magic Quadrant that was published in March. There are about 375 references in the database, and they include businesses/organizations/ government agencies and universities from most of the world. This is still only the tiniest fraction of the world’s contact centers, so let’s not go […]

13 Comments »

Category: CRM Customer Centric Web Innovation and Customer Experience     Tags:

Why your Twitter and Social CRM efforts will fail

by Michael Maoz  |  May 7, 2009  |  18 Comments

I began writing research about collaboration and social networking with a piece about Mercury Interactive’s use of social networking to drive down support costs and improve brand and reputation. That was seven years ago, and I had a single call from a business about the concept. Underwhelming response. They say timing is everything, but it […]

18 Comments »

Category: CRM Customer Centric Web Innovation and Customer Experience SaaS and Cloud Computing     Tags:

CEOs no longer see around corners, but customers do.

by Michael Maoz  |  May 4, 2009  |  2 Comments

Soon we will be in the second half of 2009, and many experts think we are out of the economic dark woods. The same experts who predicted continued economic growth until the downturn closed in like we were stuck inside of a trash compactor. Those experts. There is one refreshing change from 2001 and 2002, […]

2 Comments »

Category: CRM Customer Centric Web Innovation and Customer Experience     Tags: