Michael Maoz

A member of the Gartner Blog Network

Michael Maoz
VP Distinguished Analyst
13 years at Gartner
26 years IT industry

Michael Maoz is a research vice president and distinguished analyst in Gartner Research. His research focuses on CRM and customer-centric Web strategies. Mr. Maoz is the research leader for both the customer service and support strategies area and customer-centric Web… Read Full Bio

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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 sense that there are multiple categories, and several subcategories, and a different vendor – or set of vendors – for each piece. ClickFox, ExAudios, SATMAP, NICE, Attensity just to get started on channel specific analysis, then Radian6 and that camp for Social Media, and then the basic dashboards like IBM SPSS, KXEN, Rapid-I, SAS,  Angoss, Fico and a host of others.

That wasn’t a recommended shortlist – that was just a quick, top-of-mind bit of waterskiing over the categories. So how does a business person running a Customer Strategies role in a large corporation ever stand a chance of finding the best tools? And how much of this is going to migrate over to a Cloud model – to Software as a Service? How deeply should someone go with a ‘Suite’ vendor? Is there such a thing?

There is a lot more work to be done in this area, and I will be happy to sit with you if you are coming to London or Los Angeles. We will have several great analysts who focus on Business Intelligence and Analytics (this is NOT a specialty of mine – I focus mostly on Customer Service Analytics), and it would be great for them to chime in on this as well. To me Slocial CRM seems like an accident in the kitchen waiting to happen.

Happy President’s Day if you are in the US. No one here seems to know what it is. Ask someone right now. They won’t know it commemorates the birthday of George Washington – the first US President, who was born on 22 February 1732. Bing has the best landing page for this right now.

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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:

2 responses so far ↓

  • 1 Analytics for Social CRM? Could anything be more fragmented? : : crm   February 21, 2011 at 1:48 pm

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  • 2 Michelle deHaaff   February 28, 2011 at 5:19 pm

    Michael:

    We are really looking forward to your presentation! End customers feel the fragmentation too – there are many vendors who do some of it – social specifically, or a specific channel like surveys or emails.

    We have been focusing on the complete voice of the customer solution – so it is multi-channel – with social media native from us – we supply the 75+ million multi-lingual social sources and the reports and dashboards to go along with it PLUS the other channels – CRM, email, survey responses, repair notes, etc.

    See you soon!

    Michelle de Haaff
    CMO, Attensity