Michael Maoz

A member of the Gartner Blog Network

Archives for January, 2011


“It isn’t the consumers’ job to know what they want.”

by Michael Maoz  |  January 19, 2011  |  2 Comments

I’m not sure I’d have been brave enough to make a statement that you shouldn’t spend any time or money on consumer research or market research for new product development. In fact, you might have thrown brickbats at me, though lucky for me no one these days has a clue as to what exactly a […]

2 Comments »

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

How American Girl can teach your CEO about Social Media

by Michael Maoz  |  January 18, 2011  |  1 Comment

All your CEO needs to know about the new Social Media and marketing can be learned by watching how Mattel markets their toy, American Girl. American Girl is a doll. Not any doll, but a doll whose owners, young American Girls (one presumes), spend an estimated¬†average of US$500 on doll, accessories, furniture, movies, books, and […]

1 Comment »

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

Fear of failure is driving IT Strategy, but not in Social CRM.

by Michael Maoz  |  January 14, 2011  |  1 Comment

Have you ever listened to the early works of singers like Bob Dylan or The Beatles or even Elvis? They were fairly amateurish, and they played a whole lot of knock-off copies of Hank Williams and Woody Guthrie, Little Richard and Gospel. But they iterated very quickly, mixing genres, crossing boundaries, and thumbing their noses […]

1 Comment »

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

Why is it so hard to innovate?

by Michael Maoz  |  January 13, 2011  |  Comments Off

Red Herring listed Nexabit, Gabriel Communications, Handspring, Rakuten, Arepa, and Sycamore Networks as the greatest innovation companies of 1999. Within months, Nexabit was bought for $24 billion by Lucent. Maybe it didn’t change the world – or Lucent. Gabriel merged with TriVergent and poof, gone. Handspring went to Palm which went to HP. Rakuten continues […]

Comments Off

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

Software innovation for Customer Processes: Downplay the Largest Providers.

by Michael Maoz  |  January 6, 2011  |  Comments Off

The pace of the Magic Quadrant process is quickening for me ahead of the 2011 report. I don’t update the magic quadrants once a year: I update them every day of the year, but only publish the results once a year. For obvious reasons I can’t divulge any hints as to where the positions might […]

Comments Off

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

Why respect and trust are worthwhile business cornerstones.

by Michael Maoz  |  January 5, 2011  |  1 Comment

I took seven days off, intending to take more but finding myself pulled back in. Instead of booking calls with clients, I took two days to sit in the stacks on the third floor of Yale University’s Sterling library and read. Yes, I did look at publications on technology advances from MIT and Stanford and […]

1 Comment »

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