Michael Maoz

A member of the Gartner Blog Network

Archives for July, 2009


US banks pay $33 billion in bonuses: could some of it go to useful customer service?

by Michael Maoz  |  July 31, 2009  |  Comments Off

As you know, I moved homes. Not far, but to another town. I also bought a home (cheaper than renting and you get to rip things up and rebuild them), but didn’t take out my mortgage from my primary bank. I wanted to. I tried to. No one seemed to care. I found a new […]

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

Shaq and Ben Yuck it Up While Customer Service Lags.

by Michael Maoz  |  July 29, 2009  |  Comments Off

I received my first cable bill at my new home. There were about 28 line items over three pages and two columns. Who’s on first? I already had had the run around during installation when cable guy left the house without turning on the internet and leaving me to make four calls and finally hacking […]

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

Twitter is mostly for losers.

by Michael Maoz  |  July 28, 2009  |  12 Comments

One great part about summer is the spike in non-work related conversations. Weekends at the shore, dinner with friends, tennis with university and graduate students from near and far. I can’t leave well enough alone, though, and usually start asking questions about how others use technology, and specifically their use of mobile devices and the […]

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Category: Social CRM Social Networking Social Software Twitter     Tags:

The Pontiff in a sea of 150 million pontiffs.

by Michael Maoz  |  July 15, 2009  |  1 Comment

If there were 100,000,000 leaders, would anyone be a leader? I’ve thought about this since beginning the process of having an occassional weblog. Every now and then I get a stinger email from a reader that includes a reference to the head of someone elses religion (mine has no head, which likely explains why I […]

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Category: CRM Customer Centric Web Innovation and Customer Experience SaaS and Cloud Computing Social CRM Social Networking Social Software Twitter     Tags:

No Independence Day for most of IT or Customer Service

by Michael Maoz  |  July 3, 2009  |  2 Comments

My last blog brought out the brickbats from IT professionals who, to a person, said, “Hey, don’t blame us: we’re powerless.” Funny enough, I took that point of view when I wrote the piece the first time. Then I thought of the calumy that would be heaped upon my poor head. Dare I say IT […]

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Category: CRM Customer Centric Web Innovation and Customer Experience Social CRM Social Networking Uncategorized     Tags:

IT lacked the prowess to perceive or advise on the unfolding crisis.

by Michael Maoz  |  July 1, 2009  |  2 Comments

The analysis from consulting firms, the business blogs, the Press reports and the tomes from academia are all looking back at the past seven years and explaining how it was that the planet fell into the economic mess that we are now experiencing. In November of 2000, my good friend David told me to get […]

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Category: Uncategorized     Tags: