Gartner Blog Network

Posts from Date:   2011-3

Social, the rudderless ship, is hardly CRM

by Michael Maoz  |  March 31, 2011

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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The Customer360 Conference and the Rush to Social

by Michael Maoz  |  March 30, 2011

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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How to Innoculate against Social Media Tetanus

by Michael Maoz  |  March 28, 2011

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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Where is your CEO on Customer Experience?

by Michael Maoz  |  March 28, 2011

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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Greatness comes when the CEO respects the employees

by Michael Maoz  |  March 1, 2011

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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