Michael Maoz

A member of the Gartner Blog Network

Entries Categorized as 'Applications'


Why didn’t you say that in the first place? The CIO needs Google Translate for CRM.

by Michael Maoz  |  December 10, 2014  |  Submit a Comment

My colleagues and I just released a new piece of research that we titled, “Nine CRM Projects to do Right Now for Customer Service (if you are a Gartner client you can read it here (http://www.gartner.com/document/2939818). What we did was take this year’s top 2,000 inquiries, together with our onsite client visits and Symposia one-on-ones […]

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Category: Applications Business Intelligence CIO Cloud Contact Center CRM Customer Engagement Customer Service Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership SaaS and Cloud Computing Social CRM Strategic Planning symposium     Tags:

The CIO’s choice between bandwagon and band leader for CRM

by Michael Maoz  |  December 1, 2014  |  Comments Off

The IT world is curious in that the farther one gets from core technology projects the closer one gets to value. CRM business applications are similar – it is often the more arcane or little known software products and suppliers delivering value. It is they who are called in by the CIO or IT lead […]

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Category: Applications Business Intelligence CIO CRM Innovation and Customer Experience IT Governance Leadership Strategic Planning     Tags:

Siddartha CIOs, looking to exit the walled garden of Customer Experience

by Michael Maoz  |  November 4, 2014  |  1 Comment

Just about every student in the 1960s and 1970s in the Western world was exposed to Herman Hesse’s short novel, Siddartha. Everyone, it would seem, except future CIOs. But it is not too late, any more than it is ever to late to read Lou Gerstner’s Who says elephants can’t dance. Any time is a […]

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Category: Analytics for Social CRM Applications Business Intelligence CIO CRM Customer Centric Web Gamification Innovation and Customer Experience Intent Driven Enterprise IT Governance Strategic Planning     Tags:

The CIO, a VP Marketing and a customer walk into a bar….

by Michael Maoz  |  October 5, 2014  |  2 Comments

Consumers are often frustrated for reasons that the CIO can neither see nor understand. Our consumers are frustrated for reasons that the VP of Marketing cannot see nor understand. If a customer of a business were to sit down with a CIO and give them their point of view, the CIO might find it interesting, […]

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Category: Applications Business Intelligence CIO Cloud CRM Customer Centric Web Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership SaaS and Cloud Computing Strategic Planning symposium Uncategorized     Tags:

As CIOs look out at Wearables, what is it that they see?

by Michael Maoz  |  September 9, 2014  |  1 Comment

 Think back over the past 20 years at the innovative technologies that you have absorbed into your life. That first Nokia 3210 back in 1999. Or that Motorola RAZR2 in 2006, or that dreamy iPhone that made you give up your Blackberry. No! Not the Blackberry, they’ll never pry it from my cold, dying hands. […]

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Category: Analytics for Social CRM Applications CIO Cloud Customer Centric Web Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership Social Networking Social Software Strategic Planning     Tags:

CIOs start to taste the meringue and unload those pesky humans.

by Michael Maoz  |  August 19, 2014  |  3 Comments

It has been three and a half years since IBM’s multi-billion dollar Watson, an array of  supercomputing power, won the US television show Jeapordy. Despite some really funny errors, it did manage the very clever response to the answer: “A long, tiresome speech delivered by a frothy pie topping.” Its question, which it was the […]

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Category: Applications Business Intelligence CIO Cloud CRM Innovation and Customer Experience Intent Driven Enterprise Leadership SaaS and Cloud Computing Sales Force Automation Social CRM Strategic Planning     Tags:

Data Analytics’ splendid isolation from the customer reality.

by Michael Maoz  |  August 3, 2014  |  4 Comments

Empirical data, AKA ‘stuff that happens to us as ordinary consumers’ is a decent way to capture the state of BI, Data Analytics and Predictive Analytics across industries and continents. In the past six months our team members have been on business trips and vacation on five continents and 18 countries and 12 US States. Some of us added a […]

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Category: Analytics for Social CRM Applications Business Intelligence CIO CRM Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership Strategic Planning     Tags:

CIOs face choiceless choice for complicated CRM projects.

by Michael Maoz  |  June 19, 2014  |  4 Comments

Two of my colleagues just finished a tour of client visits in Kuala Lumpur, Jakarta, Singapore, Taiwan and parts of China (or other parts, depending on ones politics). Their observations are in line with what we are seeing in most parts of the world: when it comes to building a next-generation CRM desktop, mobile interface, […]

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Category: Applications Business Intelligence CIO Cloud Contact Center CRM Customer Centric Web Innovation and Customer Experience Intent Driven Enterprise Leadership SaaS and Cloud Computing Social CRM Social Software Strategic Planning     Tags:

Could your customer strategy make you as engaging as Cristiano Ronaldo?

by Michael Maoz  |  June 13, 2014  |  2 Comments

The digital marketing age that we are in poses more than a small challenge to the enterprise in that we want to be more engaging with fewer – far, far fewer – humans in the corporate ranks. Marketing is using more sophisticated algorighms to understand and target the right person at the right time in […]

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Category: Applications Business Intelligence CIO CRM Gamification Innovation and Customer Experience Intent Driven Enterprise Leadership Social CRM Strategic Planning Twitter     Tags:

CIOs never fail at Mobile CRM initiatives (because they don’t do customer strategy).

by Michael Maoz  |  June 12, 2014  |  3 Comments

Back after a month of quiet, mostly recovering from a mad quarter of travel, conferences and research on mobile CRM. It has been eye opening to see the complacency around most businesses around mobile. The view is: Digital Marketing is doing a fabulous job with customers. IT doesn’t consider customers customers in any case. They […]

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Category: Applications Business Intelligence CIO CRM Customer Centric Web Innovation and Customer Experience Intent Driven Enterprise Leadership Social CRM Social Networking Strategic Planning     Tags: