Michael Maoz

A member of the Gartner Blog Network

Archives for September, 2012


Of Cod, Social Media, and the Innovator’s Dilemma

by Michael Maoz  |  September 27, 2012  |  1 Comment

The New York Times recently ran an article to point awareness to the severely depleted stock of the once fecund supply of cod, a staple food fish that is also the official fish of the American state of Massachusetts. In the brittle alchemy of association, we see the same thing happening to the Social Media [...]

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

Social Media and Mobile for CRM can be summarized as “foul your nest and head out West.”

by Michael Maoz  |  September 24, 2012  |  3 Comments

Dreamforce last week was a great place to run into tens of thousands of people working on aspects of customer engagement. Some were in marketing, some in the Social Media area, others in sales and others in customer service. The event is covered by multiple bloggers around the United States and requires no remarks from [...]

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

Look above the Cloud at Dreamforce.

by Michael Maoz  |  September 19, 2012  |  Comments Off

 Dreamforce isn’t Woodstock, nor is it CBGB, the old Bleeker Street joint where, if you were lucky a long time ago you were introduced to Talking Heads. Nor is it exactly Billy Graham-style enthusiasm. But it is a bit of all of these experiences wrapped around a technology theme. If you are attending Dreamforce, or [...]

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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 Uncategorized     Tags:

Systems Integrators and Consultancies Wink (Scoff?) at Social and Cloud.

by Michael Maoz  |  September 7, 2012  |  Comments Off

If you are a practice lead at one of the world’s ESPs – external service providers – you are very happy that this blog has a minuscule readership. This is just among us, so you have no worry of it going viral or appearing anywhere. The message is: we are on to your inside joke [...]

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

Too much talk and not enough walk from the CRM Application Providers and Consultancies

by Michael Maoz  |  September 4, 2012  |  3 Comments

It would take Panglossian-scale optimism to say that the large enterprise application vendors or the consultancies that deploy their products are providing their clients a service in the CRM space for Customer Service contact centers. For all of the positioning, there is little fire for all of the smoke. With promises of new UIs and [...]

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