Entries Categorized as 'Applications'
by Michael Maoz | December 7, 2011 | 3 Comments
We’ve published the updated “Concise Social CRM Vendor Guide, 2012,” and if you are a client you can find it here: http://www.gartner.com/resId=1867115 . If you are not a client, here is the scoop: we are tracking over 100 vendors in the space. The loudest hype around social CRM is over, and now organizations are rolling up [...]
Category: Analytics for Social CRM Applications CIO CRM Gartner Customer 360 Summit Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | November 9, 2011 | 4 Comments
I have now run on every continent except Antarctica. Though I am not sure what I am running from, getting to Australia and meeting a couple of hundred business leaders from Asia Pacific made the 24 hours of flights the most worthwhile I could have imagined. The passion of the marketing and customer service and [...]
Category: Applications Cloud Contact Center CRM Customer Centric Web Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Uncategorized Tags: Australia
by Michael Maoz | October 31, 2011 | Comments Off
Clients complain often and understandably about the lack of a CRM application suite. Certainly more than 25 years after the founding of Brock Control Systems, the forerunner of all CRM systems, we should have a suite. But that has been the mistake made over and over again: believing that a business process (CRM) is a [...]
Category: Analytics for Social CRM Applications Cloud CRM Innovation and Customer Experience iPad IT Governance Leadership SaaS and Cloud Computing Sales Force Automation SFA Social CRM Strategic Planning Tags:
by Michael Maoz | October 18, 2011 | 1 Comment
Gartner brought upon itself the wet Orlando weather when it began a research analyst Rain Dance in the form of Cloud Computing tracks and workshops. The rain may have been inevitable; we’ll never know. The area of greatest interest to my clients is Big Data and its role in helping businesses understand customers better. Check [...]
Category: Applications Cloud CRM Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software symposium Twitter Tags:
by Michael Maoz | October 14, 2011 | 1 Comment
Don’t kid yourselves: the life of the Customer Service Representative (CSR) is part Annie and part Jay Z’s Hard Knock Life. We have ridiculously high expectations for these folks. They should be in a fabulous mood. They should know our complete life story. They need to understand our mood, and where we were on ‘their’ [...]
Category: Applications CRM Innovation and Customer Experience Leadership Social Networking Strategic Planning Twitter Tags:
by Michael Maoz | October 12, 2011 | Comments Off
Here is the deal: it is hard to drive into or out of most major US cities because the traffic snakes serpentine for endless stretches at a snail’s pace, and you arrive at your destination exhausted, tense and a little poorer. Though fuel costs in the United States are a joke compared to everywhere else, [...]
Category: Applications Cloud Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Software Strategic Planning Tags:
by Michael Maoz | October 6, 2011 | 2 Comments
I am blessed with a job that allows me to interact with over 1200 business and technology leaders in any given year. Almost 80 percent of these interactions are with leaders clustered in the US, Canada, the UK, western Europe, Israel, India and Australia. Even my description of their location circumscribes the geographic arc of the daily calls. [...]
Category: Analytics for Social CRM Applications Cloud CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
by Michael Maoz | October 4, 2011 | Comments Off
I am far from the hordes of analysts Tweeting and honking and grousing about OpenWorld, and glad of that. Instead I can listen to the keynotes from a distance, tonight and today after the drumbeats of derision directed at the opening Keynote are only an echo. It is more than a bit odd and a [...]
Category: Applications Cloud Contact Center Leadership Social CRM Social Networking Social Software Tags: Oracle, Oracle OpenWorld
by Michael Maoz | September 6, 2011 | Comments Off
I was reading a study out of Australia this morning that said one third of all web pages viewed in a day are related to social networking. That takes a while to sink in. Impossible until you’ve had a cup of coffee or morning calisthenics. Consider this: it means all online commerce, all news feeds, [...]
Category: Applications Contact Center CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | August 29, 2011 | 1 Comment
The East Coast of the United States where I live is drying out from Hurricane Irene, and a lot or revelers who were going to wing westerward are stranded. Where is everyone going? Everyone as in ‘most people’ are going to work as usual because their businesses need them. Some others, a tiny few non-corporate [...]
Category: Applications Cloud CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Social Networking Tags:
