Michael Maoz

A member of the Gartner Blog Network

Archives for January, 2010


The Hubris of the Great Brands.

by Michael Maoz  |  January 31, 2010  |  2 Comments

One of my daughters tried to log onto her music store to buy what likely is her 500th song, only to find that her ID wouldn’t work. It’s worked for four years, and there is likely a simple explanation of what is wrong. I shouldn’t get annoyed when I’m called in, though I would expect [...]

2 Comments »

Category: Uncategorized     Tags:

Social Everything: The CIOs chance to ditch CRM.

by Michael Maoz  |  January 21, 2010  |  6 Comments

My life as a consumer living among many other consumers gives me ample sources of inspiration for CRM. Yes, I have kept a focus on improving customer processes for almost 20 years. No, I don’t jettison the core of my research every time a fad rivets the minds of the CIO.  I try to keep a [...]

6 Comments »

Category: CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software     Tags:

Could you run your business like the US Government?

by Michael Maoz  |  January 14, 2010  |  1 Comment

Something I’ve told my kids as they grew up is: complacent is complicit. They couldn’t bring the defense that they were just hanging around with, or driving in the car with, someone who’d been mean or inappropriate. A part of is a part of. And that brings me to the U.S . Federal Government and [...]

1 Comment »

Category: CRM Innovation and Customer Experience Leadership Social Networking     Tags:

Social CRM: the chic new way to ignore the customer.

by Michael Maoz  |  January 12, 2010  |  12 Comments

I was pumping my rental car with gas at a dark self service service station somewhere in the Middle East, and I don’t mean of the United States. The spigot stopped on the pump, the pump went off, and I started off on my way to return my car to the airport rental area. As [...]

12 Comments »

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

Trust in Institutions is Dead. The network knows your secret.

by Michael Maoz  |  January 11, 2010  |  1 Comment

The newspapers and financial journals trumpet a major US car manufacturer’s return of borrowed money to US taxpayers as a big win for the taxpayer. But what they don’t follow up on is the rest of the story of the breach of process and trust that same manufacturer may have engaged in when it walked [...]

1 Comment »

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

Is your software provider choking at the maintenance trough?

by Michael Maoz  |  January 7, 2010  |  5 Comments

Maintenance revenue can be so seductive that software innovation takes a back seat. Who wants to direct expensive research money when you can maintain what you’ve sold? And then use the high margin profits to buy the small innovators. Yes, they will buy the same innovative software company that only moments earlier were dismissed as [...]

5 Comments »

Category: Innovation and Customer Experience Leadership SaaS and Cloud Computing Twitter     Tags:

Customer-centricity is the best way to stable profit.

by Michael Maoz  |  January 7, 2010  |  4 Comments

You don’t need to be Cesar Millan to know that dogs do not love their owners. Not really. But somehow hundreds of millions of people are fooled daily. There are just about 80 million dogs kept as pets in the US alone. When I lived in Germany it was harder to find a restaurant that [...]

4 Comments »

Category: CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Twitter     Tags:

Forget Clouds and Platforms: focus on intentional interaction.

by Michael Maoz  |  January 6, 2010  |  3 Comments

We sometimes become infatuated with jargon: Cloud, platforms, ‘social,’ advocacy, collaboration. Please, someone open a window.  But here is an alternative litmus test of where we stand in our business abilities: can you say quickly and accurately what your intentions are for any given customer at the time of an interaction with that customer? What [...]

3 Comments »

Category: CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Software     Tags:

eBooks: part Green, part poison pen?

by Michael Maoz  |  January 5, 2010  |  1 Comment

The other vacation phenomenon was the surfeit of folks fanning the digital book pages. These eReaders are the tree huggers incarnate, saving the trees and our planet. Or as one of my cheekier daughters used to say, NOT! My youngest daughter is doing a little Science study on the eBooks/digital readers at her school. Yikes. The [...]

1 Comment »

Category: Uncategorized     Tags:

Social networks zoom, yet much about mobile commerce putters.

by Michael Maoz  |  January 4, 2010  |  2 Comments

One nice aspect of vacation is the chance to sit back and decompress. My mobile device died just before I left on a trip, but for $9.99 I bought a terrific prepaid phone manufactured by Samsung. It came complete with car charger, home charger, and earbuds. And it kept me off of email and the [...]

2 Comments »

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