Michael Maoz

A member of the Gartner Blog Network

Archives for October, 2011


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

by Michael Maoz  |  October 31, 2011  |  Comments Off

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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Category: Analytics for Social CRM Applications Cloud CRM Innovation and Customer Experience iPad IT Governance Leadership SaaS and Cloud Computing Sales Force Automation SFA Social CRM Strategic Planning     Tags:

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

by Michael Maoz  |  October 31, 2011  |  Comments Off

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

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

by Michael Maoz  |  October 20, 2011  |  Comments Off

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

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

by Michael Maoz  |  October 18, 2011  |  1 Comment

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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Category: Analytics for Social CRM Cloud Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Software Strategic Planning symposium Twitter     Tags:

Social CRM and Big Data during and after Gartner Symposium

by Michael Maoz  |  October 18, 2011  |  1 Comment

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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Category: Applications Cloud CRM Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software symposium Twitter     Tags:

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

by Michael Maoz  |  October 14, 2011  |  1 Comment

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

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

by Michael Maoz  |  October 12, 2011  |  Comments Off

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

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

by Michael Maoz  |  October 9, 2011  |  7 Comments

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

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

by Michael Maoz  |  October 6, 2011  |  2 Comments

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

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

by Michael Maoz  |  October 4, 2011  |  Comments Off

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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Category: Applications Cloud Contact Center Leadership Social CRM Social Networking Social Software     Tags: ,