Gartner Blog Network

Posts from Date:   2011-4

Social CRM Searches for a Place in the Enterprise.

by Michael Maoz  |  April 27, 2011

The rise of Social Media inside of the enterprise is a bit akin to the follow-on to Odysseus’ initial success in Troy: ten years lost at sea. The concept of “Social” is certainly out there – reaching every department, looking for a home, finding many false starts and frustrating turns. But the heads of IT […]

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SaaS/Cloud CRM applications and the Cup Half-Full.

by Michael Maoz  |  April 24, 2011

Fortunately most large enterprisesare doing very little mission-critical CRM work in a SaaS / Cloud application setup.  Those that are have thought through disaster recovery. And those that have not certainly are now.  Do a thought experiment: what do you think would happen if every SaaS/Cloud application now in use went down for 48 hours? […]

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Cloud Computing’s Contact Center Disconnect

by Michael Maoz  |  April 13, 2011

I just completed the 2011 CRM Customer Service Contact Center Magic Quadrant. It looks at the business applications that enable a customer service agent to interact with customers. The results from the past four months have opened up some interesting questions about the timing for Cloud-based SaaS (multi-tenant) applications in this area. I’ll drill down […]

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Customer Experience Greatness at Zero Cost: CRM’s new vista

by Michael Maoz  |  April 10, 2011

The best experiences that I have had in the commercial world have come at zero additional cost to the enterprise. The moments that sealed my loyalty to a business have not been due to amazing technology (though that has enabled greatness), but due to emotional elements. I never mention businesses, but I would love to […]

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Social CRM Technology Providers: Your Money or your Success?

by Michael Maoz  |  April 7, 2011

Now that the Social CRM Magic Quadrant process is heating up again, and the acquisition machines are in gear (e.g., the recent purchase of Radian6 by Salesforce.com, and Kana’s recent acquisition of Overtone), you have to ask yourselves: what is up with the large software vendors in the Social CRM space? The way I see […]

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Social CRM Projects and the Curtain of Doubt.

by Michael Maoz  |  April 7, 2011

There is usually a time during a long distance road race when I encounter a curtain of doubt that threatens to draw itself closed in front of me. It is the combination of muscle fatigue and the very natural question that creeps into the mind: ‘why am I punishing my body like this?” There are […]

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