Michael Maoz

A member of the Gartner Blog Network

Archives for March, 2011


Social, the rudderless ship, is hardly CRM

by Michael Maoz  |  March 31, 2011  |  Comments Off

Within the enterprise, “Social” has one home: marketing. But it is more in the way of Robert Frost’s Death of the Hired Hand: Home is the place where, when you have to go there, They have to take you in. Maybe this is a good thing, because Social is traveling light, without much baggage. It’s […]

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Category: Customer 360 Los Angeles 2011 Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Software Strategic Planning     Tags:

The Customer360 Conference and the Rush to Social

by Michael Maoz  |  March 30, 2011  |  Comments Off

I have snuck away to write a few words about timing and Social CRM. You have likely already read that Salesforce.com intends to acquire Radian6, as Salesforce meets the challenge of The Innovator’s Dilemma and embraces consumer interaction. My colleagues will be analyzing all of that throughout the day and week, but I can say […]

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Category: Applications Cloud CRM Customer 360 Los Angeles 2011 Customer Centric Web Innovation and Customer Experience Leadership Sales Force Automation SFA Social CRM Social Networking Strategic Planning     Tags:

How to Innoculate against Social Media Tetanus

by Michael Maoz  |  March 28, 2011  |  Comments Off

Launching a social media project in a discipline such as Customer Service is not difficult. Two resources within even a large customer service organization can begin to use everything from the most rudimentary social media analysis (e.g., Google-level search) and set up Twitter and monitor facebook with low cost SaaS-based social media monitoring tools. The […]

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Category: CRM Customer 360 Los Angeles 2011 Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Twitter     Tags:

Where is your CEO on Customer Experience?

by Michael Maoz  |  March 28, 2011  |  Comments Off

You may have noticed that I’ve been away for a bit. This happens when I’m intensely caught up in work. I get a bit absorbed, maybe in a way anticipated by Nietzsche in Beyond Good and Evil when he wrote that one’s maturity consists in rediscovering the seriousness we possessed as children at play. This time […]

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

Greatness comes when the CEO respects the employees

by Michael Maoz  |  March 1, 2011  |  Comments Off

You can feel it when you are through the reception area, and sometimes as you pull up to the building: respect. You say to yourself: in this place, physical and virtual, roams a CEO who places the workers in the company at the center of a circle that radiates out to Profit. The CEO does […]

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Category: Innovation and Customer Experience Leadership Strategic Planning     Tags: