Michael Maoz

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Archives for October, 2010


You failed at Customer Service, so now try Social Processes.

by Michael Maoz  |  October 27, 2010  |  20 Comments

Over the past ten years the level of customer satisfaction has edged up only slightly – for most industries in the vicinity of 3-5 percent. Considering that over US $ 75 billion was spent on CRM-related business applications in that time period, and triple that sum on process improvement, and hundreds of books written, you [...]

20 Comments »

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

Social Media and the End of Privacy.

by Michael Maoz  |  October 24, 2010  |  4 Comments

Which demographics care about privacy? Which cultures? How do we differentiate amongst all of the shades of grey in between? Do we, as businesses, have the responsibility to protect our clients and their privacy – each of us who goes after data? No one is telling you or your customers or your partners to expose data [...]

4 Comments »

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

How can a CIO move beyond stereotypes?

by Michael Maoz  |  October 19, 2010  |  4 Comments

Listening to CIOs this week, it is clearer than ever that introducing a new model for employee and customer interaction poses profound challenges. When my 14 year old daughter swiped my iPad, and synched it with her iPod Touch and then synchronized all of her posts from Twitter and facebook and her favorite fan pages [...]

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Category: Applications Cloud CRM Customer Centric Web Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning symposium Twitter     Tags: , ,

The CIO Dilemna: How to show your value to the business.

by Michael Maoz  |  October 19, 2010  |  1 Comment

I don’t get enough opportunity to meet with CIOs. A part of that is because I am working closely on issues focused on generating revenue and creating loyal customers while spending less doing it. These are the basics of a great customer experience. Companies on the order of Amazon.com have IT asking the questions of [...]

1 Comment »

Category: Cloud CRM Customer Centric Web Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning symposium     Tags: , ,

Friends and the success of your social networks.

by Michael Maoz  |  October 18, 2010  |  1 Comment

Symposium 2010 is in full swing here in Orlando, Florida.  Social Media and processes are front and center on the agenda.  The meaning of the connections is coming up in a lot of conversations.  Has anyone else gotten tired of the use of “Friends” in relation to social networks? From the mid-1990’s, and stretching for [...]

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

Tweet this! Defining the Social CRM Vendor Market.

by Michael Maoz  |  October 15, 2010  |  2 Comments

New on Gartner.com this morning is The Concise Social CRM Vendor Guide (if you are a client, you can download it: http://my.gartner.com/portal/server.pt?open=512&objID=256&mode=2&PageID=2350940&ref=GartnerRecommends&resId=1452313 ) For me one of the best outcomes was to get the entire team here covering “Social” for the disciplines of marketing, sales, eCommerce and Customer Service to hone the initial definition that we [...]

2 Comments »

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

How the next big thing hurts customer experience programs.

by Michael Maoz  |  October 14, 2010  |  3 Comments

This is my 18th year working in the Customer Experience process area. When I started there were no mobile devices smaller than a hair dryer, Al Gore had not yet invented the Internet, and we used to worry that the FAX machine would jam over the weekend. Anyone who says customer processes are not improving [...]

3 Comments »

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

Hard Choices for Social and the Customer Centric Web.

by Michael Maoz  |  October 13, 2010  |  2 Comments

 A few posts back I talked about the shakeout in the Social CRM Software space, and the direction it might take. But there is a bigger challenge that we face in the enterprise of placing multiple bets, simultaneously, on our web and mobile business strategies. There is no single solution to being ‘best’ at social [...]

2 Comments »

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

Getting “Time to Value” Right with IT: Clients First.

by Michael Maoz  |  October 12, 2010  |  2 Comments

It is quaint to see your company and its research focus discussed in magazines, particularly by journalists who truly grasp none but the most tenuous understanding of the Gartner model and lack access to the research that we write. What a lot of folks forget is that we write for clients who subscribe to our [...]

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Category: Applications Cloud CRM Customer Centric Web Innovation and Customer Experience Leadership SaaS and Cloud Computing Sales Force Automation Social CRM Social Networking Social Software Strategic Planning     Tags:

Waiting for the Social Revolution on Twitter

by Michael Maoz  |  October 11, 2010  |  2 Comments

The Tweet is bound to come any day now: the revolution is here. Most people reading this were not born when I first heard Pete Townsend’s lyrics on the album Who’s Next almost 40 years ago. They are a good summary of the Social hype today: I’ll tip my hat to the new constitution Take [...]

2 Comments »

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