Michael Maoz

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Archives for July, 2011


SaaS for CRM: Success is unevenly distributed.

by Michael Maoz  |  July 31, 2011  |  Comments Off

Customer service and support software has never been easy to design, build, configure, integrate and maintain. Companies have come and gone over the past 15 years of trying to build a sustainable application with mass applicability: Quintus, BayStone, Scopus, Vantive, Clarify, Versatility, Siebel, Silknet, Onyx, IMA, and Point are just a few of the dozens [...]

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Category: Applications Cloud Contact Center CRM SaaS and Cloud Computing Sales Force Automation SFA Social CRM Social Software Strategic Planning     Tags:

The Irony of SaaS CRM Solutions as Less Expensive

by Michael Maoz  |  July 29, 2011  |  3 Comments

The 1500s had their Pied Piper of Hamelin, and our current environment has SaaS applications. The original pied piper was a rat catcher who didn’t get his way, only to turn his magical flute into a way to lure children away from their town. To listen to users of SaaS-based CRM applications, you might think [...]

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Category: Applications Cloud Contact Center CRM Innovation and Customer Experience Strategic Planning     Tags:

The Limits of SaaS in CRM: Gag Rules may Quash the Reality.

by Michael Maoz  |  July 18, 2011  |  2 Comments

I’ve been traveling quite a bit the past few months, visiting clients across western Europe and the United States. As much as I’d rather stay close to home base, there is no substitute for meeting face-to-face with clients. The intimacy of sitting at a table, having a coffee or tea, and talking brass-tacks about what [...]

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Category: Applications Cloud CRM Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Strategic Planning Vendor Contracts     Tags:

Clouds, Mobile, and Social Media – the View from an Upcoming Conference

by Michael Maoz  |  July 6, 2011  |  Comments Off

Each year for the past 12 years it has been my great pleasure to co-Chair our Eastern Mediterranean IT Conference in Tel Aviv, Israel.  This year the conference is on 12 July at the Tel Aviv Hilton, and if any of you happen to be in the region – check it out. It opens with [...]

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Category: Applications Cloud Leadership SaaS and Cloud Computing Social Networking Social Software Strategic Planning     Tags: