Michael Maoz

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Archives for February, 2011


Your CIO would not have given The Social Network an Oscar either.

by Michael Maoz  |  February 28, 2011  |  1 Comment

We are leading up to our own Oscar of sorts in my team, the Social CRM Magic Quadrant.¬† As much as there is enthusiasm from the various lines of business in our client base for leveraging communities, blogs, fan pages, crowd-sourced ideas to improve the customer experience and better pinpoint marketing efforts, there is far […]

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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:

How Soon Before your Social Media Program Gets you Fired?

by Michael Maoz  |  February 22, 2011  |  5 Comments

In the Customer Strategies area, social ‘everything’ is a happening term. Whether it is called outside/in or CrowdSourcing or Social Network Analysis or “Partners in Co-Creation” or any other equally weak attempt to capture the power of consumer behavior, the hype¬†vessel is at full throttle. And largely without a rudder. Not to say that in […]

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

Analytics for Social CRM? Could anything be more fragmented?

by Michael Maoz  |  February 21, 2011  |  2 Comments

If you are responsible for analyzing the customer in this new world of social media, you may be running against the issue of multiple components. I just completed a presentation for our upcoming Customer 360 Conference in LA at the end of next month (http://agendabuilder.gartner.com/crf13/WebPages/Home.aspx), and the section on analytics was tough. Tough in the […]

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

Lost and Drowning in the Social Swamp.

by Michael Maoz  |  February 18, 2011  |  2 Comments

RIM/Gist, LinkedIn, Salesforce.com/Jigsaw, your CRM account, Outlook, iPhone, RenRen, Kaixin001, Twitter – and we are only putting our digital toes in the social business morass. Where is home base? Many business users of social networks and social media are looking pretty frazzled managing their contacts, synchronizing contacts, communicating on all of the correct channels, sending […]

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

Mobile CRM is still more Theory than a Practice.

by Michael Maoz  |  February 17, 2011  |  2 Comments

OK, so I can order a table at a restaurant and get a ticket on a plane and scan my boarding pass, blah blah blah. And it is not as though the technology does not exist, nor is it too expensive, to do great things. It is a failure of the will to greatness. Don’t […]

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

Social CRM takes a holiday as businesses connect the dots.

by Michael Maoz  |  February 16, 2011  |  3 Comments

The Google partners Brin and Page are computer scientists born of computer scientists, and at least in the case of Brin, third generation scientists. Fortunately they do not have 10,000 SKUs of physical products sold in stores on the Internet and online, installed by legions of people in sites not under their control, and often […]

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