Michael Maoz

A member of the Gartner Blog Network

Archives for April, 2012


Good Customer Processes trump most IT or social media initiatives.

by Michael Maoz  |  April 30, 2012  |  Comments Off

Good customer service is not going to guarantee you business success any more than poor customer service – as long as it is poor when your product is hot or low cost – will put you out of business. Ethical behaviour won’t make you rich in business either. Yet the past few weeks I have [...]

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

A Book of Five Rings can guide a CIO’s Social CRM Strategy.

by Michael Maoz  |  April 26, 2012  |  Comments Off

In the 1600′s a Japanese warrior named Shinmen Musashi No Kami Fujiware No Genshin, better known as Miyamoto Musashi, wrote A Book of Five Rings.  We just finished reading and discussing it in one of my two book clubs. I know. Don’t say aloud what you are thinking. It’s old school to read and discuss [...]

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

Will your CEO stand up for long term shareholder value – a loyal, profitable customer?

by Michael Maoz  |  April 18, 2012  |  1 Comment

Most of what you need to know about corporate management you can learn either from Sun Tzu’s Art of War or from the 1995 film, The Usual Suspects. Everyone loves a film where the villains win, and everyone has a lurid respect when there is a dark underside to the victors. Since the rise of [...]

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

Why are Social CRM Projects as uninteresting as Brahm’s First Symphony?

by Michael Maoz  |  April 13, 2012  |  2 Comments

After about the ninth demonstration of the latest mobile application or social network or collaboration software you have to ask: where have all of the top technical minds gone? They are not in business software. Picture sharing on an iPhone? Really? Social Search turning up more flotsam than is pushed by the North Pacific Gyre [...]

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

Marketing wants to own ‘Social Engagement?’ Think again.

by Michael Maoz  |  April 9, 2012  |  7 Comments

Since all of Europe and South America takes a vacation today, I spent an extra 15 minutes reading the economic news. The back of today’s New York Times Business Day section has an advertisement by a great company that offers software to enable Marketing to ‘manage social engagement.’ Think about that for a minute. The company and the [...]

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