Michael Maoz

A member of the Gartner Blog Network

Archives for March, 2012


What the CIO could learn about CRM and Social Media from George Gershwin.

by Michael Maoz  |  March 29, 2012  |  3 Comments

Does anyone watch anything but sports live on television anymore? There actually are some folks who do, and they mostly drive cars assembled in Oshawa, Canada. But. Not to digress: I recorded a number of shows to watch on Wednesday night, the only night I watch television. On Sunday when I went to add a […]

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Category: CIO Contact Center CRM Innovation and Customer Experience Leadership Social CRM Strategic Planning Uncategorized     Tags:

The CIO confronts fear and loathing on Social CRM efforts

by Michael Maoz  |  March 23, 2012  |  Comments Off

Who is a more natural ally for anyone building a customer-centric strategy than the CIO? They have budget, and they have technical knowledge, and they have a strong desire to make the business a success. Despite this, there are so many competing camps in any business working not so much at cross-purposes to the IT […]

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Category: Applications CIO Contact Center CRM Customer Centric Web Innovation and Customer Experience Leadership Social Networking Twitter     Tags:

What the CIO can learn about Social CRM projects from the Syracuse Orange

by Michael Maoz  |  March 19, 2012  |  2 Comments

We have a terrific Canadian client who is right now embroiled in a Twitter nightmare. Like in the example of a global fast-food purveyor, and a large construction-equipment company before them, Twitter tweaked their sense of themselves before a crowd of millions. To this I’d say that, like Doug Adams’ wonderful Hitchhiker’s Guide, your Social […]

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Category: CIO CRM Gartner Customer 360 Summit Innovation and Customer Experience Leadership Social CRM Social Networking Strategic Planning Twitter     Tags:

Social embraces Customer Service. IT not invited to the dance. Sparks fly.

by Michael Maoz  |  March 15, 2012  |  3 Comments

Down here at the Gartner Customer360 Summit we have a house full of folks struggling with the concept of blending their existing Social Media ‘strategy’ into a more holistic Enterprise Social strategy. There is a problem: IT is off to the side, more than happy to help but often not wanted at the party. Marketing is […]

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Category: Applications CIO Contact Center CRM Gartner Customer 360 Summit Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Uncategorized     Tags: