Michael Maoz

A member of the Gartner Blog Network

Archives for May, 2012


Why CIOs like Big Data and Social Media more than Customer Excellence.

by Michael Maoz  |  May 31, 2012  |  5 Comments

Seriously: Social media monitoring? Big Data analytics?  Wozu hast du mir den Kopf verdreht? (ooooph – says grandma Anna) – Just get the basics right and you would not need to go nuts with any of this stuff. Here is a funny, though not funny, example of working on the wrong stuff – that cost me […]

5 Comments »

Category: Analytics for Social CRM CIO Cloud Contact Center CRM Innovation and Customer Experience Leadership Social CRM Social Networking Strategic Planning Twitter Uncategorized     Tags:

Will you get the ax when the Social and Cloud CRM projects are called out as sham?

by Michael Maoz  |  May 30, 2012  |  1 Comment

On a call with a client today I heard a refrain that is all too common of late – the SaaS/Cloud solution that the company is about to sign on for is ridiculously expensive in their minds, but they are likely going forward anyway, without challenging the price tag all that much. Why not, inquiring minds […]

1 Comment »

Category: Applications CIO Cloud Contact Center CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing SFA Social CRM Social Networking Social Software Strategic Planning Twitter     Tags:

CIOs and Social Media Gurus can improve CRM initiatives using some old ideas.

by Michael Maoz  |  May 21, 2012  |  Comments Off

On rare occasions we can find ourselves in a position where we are doing our utmost to guide clients in matching their technology needs with a technology solution, but run into complications. They usually entail a roadblock put in the way by a software or service provider that is anxious less the true state of […]

Comments Off

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

Forget Big Data, forget Facebook, until you protect yourself from the hammer coming for your face.

by Michael Maoz  |  May 16, 2012  |  Comments Off

Day four of my mobile phone fiasco. Four hours, four days, seven phone calls, and now the wait for the replacement phone. And today, I have a replacement phone. Beautiful packaging. Explicit, step by step instructions on how to return defective device. Big RED Stop Sign: IMPORTANT telling me how to avoid punishing processing fees, […]

Comments Off

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

Putting the Customer Third and the Futility of Social Media.

by Michael Maoz  |  May 14, 2012  |  Comments Off

Consider this Sturm und Drang: less Goethe’s Prometheus than an understanding of why we are so fascinated by King Sisyphus’ ultimate punishment. I am in our terrific Fort Myers, FL location this week, working with the Gartner SMB Sales team. Over 100 bright, ambitious, hopeful sales folks, eager to learn what it is that analysts […]

Comments Off

Category: Analytics for Social CRM Applications CIO CRM Innovation and Customer Experience iPad Leadership Social CRM Strategic Planning     Tags:

Cloud or not, purchasing CRM business SaaS apps is not for the line of business manager alone.

by Michael Maoz  |  May 3, 2012  |  Comments Off

The common thinking was that Software as a Service, or applications procured as a subscription in a Cloud Model, were going to be faster, better, and less expansive than their primitive on premise analog. The operating word here is ‘analog’ as in ‘apples to apples’ – the same depth of functionality, the same disciplined development […]

Comments Off

Category: Applications CIO Cloud CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Sales Force Automation SFA Social CRM Social Networking Strategic Planning Vendor Contracts     Tags: