Michael Maoz

A member of the Gartner Blog Network

Archives for September, 2011


Unknown: The Impact of “Social” on Corporate Success

by Michael Maoz  |  September 27, 2011  |  Comments Off

Yesterday was interesting in that a number of emails dropped into my inbox advising me that I should not be suggesting that Social Media projects look for ‘use cases.’ Too limiting. Study the network effect instead. Buzz, connection, affinity with brand. Clout. Is the prevailing wisdom that we should not focus on profit and loss […]

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

The Social Enterprise Rolls up its Sleeves to Show Value.

by Michael Maoz  |  September 26, 2011  |  1 Comment

The era of the Social Riff seems to be yielding to a more productive set of processes and structures. The benefit of this new Era of Social Classical is ability to measure value and ability to structure enterprise initiatives. Benchmarks, ROI, stickiness, NPS are all beginning to come in for Social CRM initiatives. Here is […]

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

The Social Butterfly Drifting with the Wind.

by Michael Maoz  |  September 15, 2011  |  Comments Off

The concept of Social, whether it be for internal social collaboration, or for external social interaction, and/or for tying the consumer/customer into the world of the enterprise, is still skeletal in detail. It awaits its equivalent of W. Edwards Deming. Deming was a driving force behind Total Quality Management, and his simple but powerful program was to […]

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

Collaborative Cultures are 30 Years New.

by Michael Maoz  |  September 7, 2011  |  1 Comment

The summer of the Collaboration Love Fest is coming to an end, and none too soon. (Yes, or winter to you sub-equatorials – all four of you who might read this.) Nothing, it seems, can be accomplished without collaboration, scream the headlines from some of the most respected business journals. Your reaction to this novel ‘discovery’ should […]

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

Dare to dream a new customer interface.

by Michael Maoz  |  September 6, 2011  |  Comments Off

I was reading a study out of Australia this morning that said one third of all web pages viewed in a day are related to social networking. That takes a while to sink in. Impossible until you’ve had a cup of coffee or morning calisthenics. Consider this: it means all online commerce, all news feeds, […]

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