Gartner Blog Network

Posts from Date:   2010-4

CRM projects still living in Twitter denial

by Michael Maoz  |  April 28, 2010

With the use of Twitter growing faster than Salmonella on chicken left out in ideal isothermal conditions, you’d think that CRM projects would weigh Tweets, and Twitter, more heavily in their future. Instead what we are observing, albeit informally, is the piecemeal investigation of Twitter suffused across organizations. Think about it: from what I have […]

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The gap between aspiration and reality in engineering a great Customer Experience.

by Michael Maoz  |  April 27, 2010

I was leading a panel of business leaders yesterday on the topic of Customer Experience Excellence before an audience of about 1,000 process experts from companies all around the world. Aside from being a ton of fun, these individuals from different countries and industries showed a remarkable sameness in how they approached the issue of […]

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Social Networks Zen and Now.

by Michael Maoz  |  April 23, 2010

When I was a very young boy, a favorite rainy Saturday afternoon activity would be for a pal of mine to come over, and we’d try our luck dialing into a party line to see who in the neighborhood was saying what to whom about whomever.  Most of you have no idea what I am […]

Read more » to acquire Jigsaw: Right on queue.

by Michael Maoz  |  April 21, 2010

Yesterday I wrote about the beginning of the end of the Social Media vendors and, just like that, like The Band in San Francisco for The Last Waltz, announces that they intend to acquire Jigsaw. It is just one small addition – crowdsourcing of business contacts, but you can still hear Levon Helm and Robbie […]

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It’s 2015 and all of the Social Media companies are gone.

by Michael Maoz  |  April 20, 2010

Is it just me, or do the piles of cash clogging the bank vaults of some of the world’s largest and/or most influential software companies make others think: acquisitions! We spent the past ten years watching companies like Oracle (over 60 acquisitions in the past ten years), IBM and Infor buy the content and maintenance […]

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Getting closer to the customer: first shut down all social media.

by Michael Maoz  |  April 19, 2010

A lot of my professional life entails meeting with clients, and my personal life involves a good amount of interaction with stores, medical insurers, airline personnel, postal workers, government employees and the like. Collectively our clients spend billions a year on customer feedback systems and processes. Their customers are surveyed to death. Everywhere one turns […]

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Twitter Jitters in Customer Service

by Michael Maoz  |  April 14, 2010

So far this week I have addressed, interacted with, or spoken with in person, about 250 people, all of whom have been managers in Customer Service organizations of various sizes.  Some say customer support, some customer care, some customer advocacy. Whatever. But of all of them I posed one question consistently, and that was:  Do you […]

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Social CRM: Market or Concept?

by Michael Maoz  |  April 6, 2010

One of the many talents I lack is rallying others around a marketing or technical term. Though I began presenting the concept of community-centric customer support in 2002, I never thought of it as “Social CRM.”  We wrote about collaborative selling (from 2000), collaborative service (from 2001), social media monitoring (four years ago I began […]

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Why Ad Agencies will Lose the Social CRM Battle.

by Michael Maoz  |  April 2, 2010

Social CRM is about as hyped as tulip bulbs in 1630’s Holland. Everyone is doing it, even if there is no ‘it’ to ‘it.’ Social CRM is a pervasive but in aggregate inchoate attempt to regain the voice of the customer that we stifled through IVR, search, outsourcing and self service. Into the mix step […]

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Are you smarter than a fifth grade Social CRM/Media Wiz?

by Michael Maoz  |  April 1, 2010

A challenge for all of us is the new learning that goes into Social CRM and Social Media. Here is a challenge: quickly and succinctly summarize the following concepts so that they do not overlap unless it is to complement: Social Bias Management Community site management Customer Loyalty Concept Optimization E-mail Marketing Click Stream Analysis Off […]

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