Gartner Blog Network

Posts from Date:   2011-10

An enterprise-class CRM application suite is yet to emerge.

by Michael Maoz  |  October 31, 2011

Clients complain often and understandably about the lack of a CRM application suite. Certainly more than 25 years after the founding of Brock Control Systems, the forerunner of all CRM systems, we should have a suite. But that has been the mistake made over and over again: believing that a business process (CRM) is a […]

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A Social CRM premise is that, if you are willing, you aren’t a chump.

by Michael Maoz  |  October 31, 2011

A colleague told me about the writings of Clay Shirky and his concept of Cognitive Surplus, and it resonated with me. I’ve been thinking about similar ideas about why people willingly solve problems for corporations without pay. Ever since I first wrote about Mercury Interactive’s customers participating in very successful collaborative forums to solve technical […]

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Social Enterprise to the CIO: Will you still love me tomorrow?

by Michael Maoz  |  October 20, 2011

While our 2011 Gartner US Symposium is still in full swing (http://bit.ly/nAbDfw), the aura and ardour of the Social Organization burn brightly. Over the rubber chicken and Canapes and great Keynotes (http://blogs.gartner.com/symposium-live-orlando/) we are hearing CIOs express interest, if not yet passion, for all things “Social.” Let’s flash forward three months. We are all back […]

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Social Media is mostly self indulgent or negative. Now what?

by Michael Maoz  |  October 18, 2011

Have you ever looked at Tweets about customer service? Find much that is positive? If you did, go by a lottery ticket. And Tweets in general? They are mostly: Look at me! How clever, how connected. And what about posts inside of communities? “Communities” is an interesting concept, as is “Social” and “Collaborative,” since the level […]

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Social CRM and Big Data during and after Gartner Symposium

by Michael Maoz  |  October 18, 2011

Gartner brought upon itself the wet Orlando weather when it began a research analyst Rain Dance in the form of Cloud Computing tracks and workshops. The rain may have been inevitable; we’ll never know.  The area of greatest interest to my clients is Big Data and its role in helping businesses understand customers better. Check […]

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Social CRM is another nail in the customer service agent coffin.

by Michael Maoz  |  October 14, 2011

Don’t kid yourselves: the life of the Customer Service Representative (CSR) is part Annie and part Jay Z’s Hard Knock Life. We have ridiculously high expectations for these folks. They should be in a fabulous mood. They should know our complete life story. They need to understand our mood, and where we were on ‘their’ […]

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Occupy Wall Street? Isn’t it blaming the messenger?

by Michael Maoz  |  October 12, 2011

Here is the deal: it is hard to drive into or out of most major US cities because the traffic snakes serpentine for endless stretches at a snail’s pace, and you arrive at your destination exhausted, tense and a little poorer. Though fuel costs in the United States are a joke compared to everywhere else, […]

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Fix bad Customer Service processes and you’ll need a lot less Social Anything.

by Michael Maoz  |  October 9, 2011

It is pretty amazing to find the number of customer service organizations that are deep into discussions on Social Media and Social 2.0 or 5.0 or whatever we are up to today, yet have broken Customer Service processes. Like where you pay your bill online but the Service Agent on the phone has no access […]

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CEOs lock the enterprise into a universe of Social CRM mediocrity.

by Michael Maoz  |  October 6, 2011

I am blessed with a job that allows me to interact with over 1200 business and technology leaders in any given year. Almost 80 percent of these interactions are with leaders clustered in the US, Canada, the UK, western Europe, Israel, India and Australia. Even my description of their location circumscribes the geographic arc of the daily calls. […]

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OpenWorld musings – Do you want an IT Event or a Love-in?

by Michael Maoz  |  October 4, 2011

I am far from the hordes of analysts Tweeting and honking and grousing about OpenWorld, and glad of that. Instead I can listen to the keynotes from a distance, tonight and today after the drumbeats of derision directed at the opening Keynote are only an echo. It is more than a bit odd and a […]

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