Michael Maoz

A member of the Gartner Blog Network

Archives for August, 2012


CRM or Customer Experience depends on whether you are disciplined or lazy.

by Michael Maoz  |  August 23, 2012  |  Comments Off

It is a tough slog to read any of the journals or magazines that deal with customer excellence. We see vendors and pundits casting as atavistic mentions of CRM, that tarnished avatar. The new deity of hype is CUSTOMER EXPERIENCE. It’s become the metalanguage used to describe the underlying object language: CRM. Except that it […]

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Category: CIO CRM Innovation and Customer Experience Leadership     Tags:

Startups are hard to bring to fruition, fine. But “God is Dead” it’s not.

by Michael Maoz  |  August 21, 2012  |  Comments Off

It’s been fun reading all of the back and forth¬†generated from David Sack’s comments on Silicon Valley. I’m thinking: when I was younger and Sartre died, the¬†famed French existentialist with the edgy quote in the title had tens of thousands of mourners at his funeral. They were protesting that he had died. That is how […]

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

For CRM to succeed, the CIO needs not to be beguiled by software’s Scheherazades.

by Michael Maoz  |  August 8, 2012  |  1 Comment

Logical incrementalism is just about the most common pitfall to stymie innovation around the customer experience. The CIO, in an endeavour to make things better, cheaper and simpler, ties the company more deeply to a single vendor for each major application building block. Each incremental decision makes sense in the grander scheme: better integration, lower […]

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

Taking your maintenance fees appears much more fun than innovating.

by Michael Maoz  |  August 6, 2012  |  Comments Off

When a software vendor starts around an innovative idea and grows rich and then richer, we should cheer. It means that users have benefitted from a new idea, whether a spreadsheet or word processor in the ’80s or a tablet device or location service or social network today. What happens when our real reason for […]

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

Will Social or Mobile help IT finally have its Summer of Love?

by Michael Maoz  |  August 6, 2012  |  1 Comment

The Summer of Love was 45 years ago. But that was for music and the young, not IT. Where are we in the IT revolution and how does it compare to political or social movements? Why do I have time for this? Vacation. Vacation can be a humbling experience. From a distance, from a great […]

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