Michael Maoz

A member of the Gartner Blog Network

Archives for June, 2011


With Social CRM, if a tree falls in the woods… (and other maladies)

by Michael Maoz  |  June 23, 2011  |  Comments Off

The long and passionate affair that I am carrying on with a British airline company rages on. It began dispassionately in February when I tried to book a business flight (Coach class – don’t get excited!) to Scotland from New York. My company’s preferred US carrier partners with said British carrier, yet, as I discovered, […]

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

iPad Mania

by Michael Maoz  |  June 22, 2011  |  Comments Off

Just an update from yesterday: we now have a separate “Landing Page” on Gartner.com where you can find everything you ever wanted to know about the iPad and Tablet computers. My post yesterday had the highest ‘hit’ level this year – so someone likes the iPad! http://www.gartner.com/technology/research/ipad-media-tablet/enterprise-applications.jsp

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Category: iPad Leadership     Tags:

iPad meets business applications – consumers (and your customer initiatives) will benefit.

by Michael Maoz  |  June 20, 2011  |  Comments Off

My colleague Scott Nelson is a major iPad maven. He’s gotten a lot of us to delve into the implications of the convergence of the consumerization of technology and the emergence of tablets. These low cost and highly seductive devices are attracting the interest of consumers, salespeople, field technicians and marketers. Can CRM and Social […]

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Category: Applications CRM Innovation and Customer Experience iPad IT Governance Leadership Sales Force Automation SFA Social CRM Social Networking Strategic Planning     Tags:

Social Media and the End of CRM.

by Michael Maoz  |  June 20, 2011  |  6 Comments

It is not too soon to call the end of the business process known as CRM as we have known it. It is the “Management” word that kills it. When Sun Tzu writes The Art of War somewhere in sixth-century China, he outlines the need for discipline around defining the challenge, creating a plan of […]

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Category: Applications Cloud CRM Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Twitter     Tags:

Why Peter Drucker would Laugh at the Fascination With Social CRM

by Michael Maoz  |  June 6, 2011  |  4 Comments

It will be six years this autumn since we lost Peter Drucker, and I can’t tell you how much we need another oracle to take his place. I remember in his later years he was focused on fish farming, and food shortages, and the availability of enough water and arable land. Kind of what half […]

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

Social, CRM, Social CRM, and Slacker Culture

by Michael Maoz  |  June 1, 2011  |  Comments Off

Last month I published two separate pieces of research on the use of Analytics for Customer Service. (I published five pieces of research last month, which explains why I have not been around here on the blog site to write for three weeks:  Clients first!)  The first focused on the different roles (consumer, customer service rep, […]

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