Michael Maoz

A member of the Gartner Blog Network

Archives for May, 2011


Social Media / Social CRM: More than Just Pretty Faces

by Michael Maoz  |  May 16, 2011  |  Comments Off

Two monthly industry magazines ran features on Social Media and the power of communities. I might have the odd claim to fame of writing the first Gartner piece on the use of social networks for collaborative tech support (if you are a Gartner client and want to see the state of things from 2003, it […]

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

What is less fun for customers: your website or Root Canal surgery?

by Michael Maoz  |  May 15, 2011  |  Comments Off

OK, so in this narrow race your website wins out. But is your website more appealing than your average customer’s own Facebook page? Is it more fun than slinging around the iPad? Is it more effective than when a customer asks a forum or a fan page for an answer? I don’t care what you […]

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

Business Value from Social, or Just an Elaborate Shell Game?

by Michael Maoz  |  May 11, 2011  |  2 Comments

I recently published two pieces of research that discuss the use of analytics for customer service operations. I’ve wanted to see these published for years, and I had half hoped that if I wished hard enough that they would materialize on their own. They didn’t, and I spent quite a bit of time listening to […]

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

Can Social Media Cheat the Grim Reaper?

by Michael Maoz  |  May 5, 2011  |  Comments Off

One school of thought has social media the panacea tying the customer to the Brand by way of the thousands of tiny filaments of conversation across Twitter and posts and reviews. But another is that social media is the final cut of the tie between the enterprise and the customer, ushering in the death of […]

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