Michael Maoz

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Archives for August, 2011


Is Burning Man the CRM Conference of the Month?

by Michael Maoz  |  August 29, 2011  |  1 Comment

The East Coast of the United States where I live is drying out from Hurricane Irene, and a lot or revelers who were going to wing westerward are stranded. Where is everyone going? Everyone as in ‘most people’ are going to work as usual because their businesses need them. Some others, a tiny few non-corporate [...]

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

Social Software for CRM does not help the bottom, or top line.

by Michael Maoz  |  August 24, 2011  |  Comments Off

Financial markets the past few years have been like NFL football players in the US since the Lockout that kept them from getting into shape this summer. The players were idled while union leaders worked with the team owners to iron out an agreement. Then, close to Pre-Season, the negotiations succeeded and the players rushed into [...]

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

The Banality of the Social Network in the Airline Industry.

by Michael Maoz  |  August 19, 2011  |  2 Comments

There is just about nothing less rewarding than using social networking during an airline travel experience. No sense in broadcasting one’s litany of petty indignities. Better to take the stoic approach of a Brit. In the midst of such a scenario right at this moment, what strikes most vividly is the blog that the airline [...]

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

The CIO’s Social CRM Dilemna: Nobody needs you.

by Michael Maoz  |  August 11, 2011  |  1 Comment

For my CIO friends and clients, I understand why you shake your heads a bit over Social CRM. “What do they want from my life, these sales and marketing and customer service directors? Everyone else has to come with a business case, but the Social Mavens? They bring me the logic of a Winchester House.” [...]

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Category: Applications Cloud CRM ERP Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social CRM Social Software Strategic Planning     Tags:

Will Social CRM Save Your Share Price?

by Michael Maoz  |  August 9, 2011  |  Comments Off

In rappelling a mountain, you are tethered to a slender synthetic cord attached to a harness about your midsection, peering down a cliff. There is a moment when you may fear for your life. Perhaps the ropes are not secure. Maybe the Carabiner brake will fail. Then in a moment there is no purchase for [...]

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

Fear and Loathing for the Call Center that Social CRM can’t (yet) Cure.

by Michael Maoz  |  August 5, 2011  |  2 Comments

Summer in New England is a great time to have a lot of conversations. I have a daughter spending a part of the summer at a local university (85% goofing off – just the right ratio) with 600 other students. It is a great opportunity to not only embarrass her beyond words, but to hear [...]

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

We failed at CRM. Now let’s try Social CRM – it’s even harder.

by Michael Maoz  |  August 1, 2011  |  7 Comments

1998 – 2005, madly in love with CRM. And then, like in the great Billy Wilder film of 1955 and starring Marilyn Monroe, along came the Seven Year Itch. The film is remembered less for its plot than it is for a single image, now a part of American cinematographic legend, of Marilyn standing atop a [...]

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