Michael Maoz

A member of the Gartner Blog Network

Archives for August, 2010


Social CRM as the excuse to avoid the hard stuff.

by Michael Maoz  |  August 31, 2010  |  7 Comments

The United States is celebrating Labor Day next week.  I guarantee you that not 1 percent of Americans know why there is a Labor Day beyond the last chance of the summer to have a barbecue. It is a day meant to pacify/mollify US workers after a dozen Union members were shot dead by the [...]

7 Comments »

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

Social CRM? Or more disconnected workstreams?

by Michael Maoz  |  August 28, 2010  |  2 Comments

What fun to be an analyst and a consumer!  I was shopping last week in a very prominent retail chain that has spent millions on customer processes and, more recently, a lot on facebook, Twitter and their own web site.  I rarely shop unless it is with one of my children. They ask me to [...]

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

Social Media beyond the march of the infantile.

by Michael Maoz  |  August 19, 2010  |  2 Comments

Social media and the analysis of social movement are yielding important clues about what motivates groups of like-minded people, or persona. A rich vein of information derives that can drive more targeted marketing campaigns and improve everything from service processes to product development. So far, so good. I think there are the beginnings of a [...]

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

Employees: the Biggest Untapped Mine for Customer Excellence

by Michael Maoz  |  August 18, 2010  |  2 Comments

Just go from business to business to university to government to utility and observe the rank-and-file as they work. Not the CIO and not the CMO or VP of Service. No: watch the poor schlubs who sit in front of rickety software screens, facing customers, plowing through applications, struggling to find content, information, or meaning. [...]

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Category: Applications CRM Innovation and Customer Experience Leadership Social CRM Social Networking Strategic Planning     Tags:

Who’s on First: Social CRM for the Asocial enterprise.

by Michael Maoz  |  August 17, 2010  |  5 Comments

Well, several countries and 18,000 miles later and I’m back. I got to visit quite a few clients and listen to their challenges. Real business leaders struggling with real issues is what keeps me grounded. It is also what can make me a cautious analyst when it comes to predicting the value of new processes and [...]

5 Comments »

Category: CRM Customer Centric Web Innovation and Customer Experience IT Governance Leadership Social CRM Social Networking Social Software Strategic Planning Twitter     Tags:

The lost art of listening is what makes “Social” a hit with customers.

by Michael Maoz  |  August 4, 2010  |  1 Comment

One of my favorite writers before university was Ernest Hemingway. I mention him because of something he once wrote that is as pertinent today as it was when he said it over sixty years ago. I paraphrase because I don’t have the source for the original, but it was something like this: “I like to [...]

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

Are the enterprise software vendors Social CRM Struldbrugs?

by Michael Maoz  |  August 3, 2010  |  7 Comments

Observe consumers buying, searching, looking for opinions. Then watch sales personnel, marketing folks, and customer service agents, delivery and logistics workers. They are highly social. They are looking for advice from others who have ‘been there and done/tried that.’ Now look at the productivity software that they use. iPhones, iPads, Google, Bing (hey – it [...]

7 Comments »

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