Entries Categorized as 'Cloud'
by Michael Maoz | February 22, 2012 | Submit a Comment
In the 1920s the wonderful science fiction writer Edgar Rice Burroughs published a pretty weird but fascinating book called The Land that Time Forgot. It reminds me quite a bit of where we are with most business application software in the CRM space. In the book the era is post-The Great War, and in the story two enemies, [...]
Category: Applications CIO CRM Cloud Contact Center Gartner Customer 360 Summit Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Software Strategic Planning Uncategorized Tags:
by Michael Maoz | January 31, 2012 | 6 Comments
Peer-to-peer support communities where customers solve their own support issues have been around for over 20 years, but it has only been recently that Cloud-based packaged business applications have been available, scalable, and feature rich. After a year of diving into four separate support communities made up of contributors from around the world, we’re more [...]
Category: Applications CRM Cloud Gartner Customer 360 Summit Leadership SaaS and Cloud Computing Social CRM Social Software Strategic Planning Tags:
by Michael Maoz | January 24, 2012 | 2 Comments
One of the many pleasures of the role of driver in a carpool that transports high school students to-and-from school is the glaring clarity of their insight. Today’s gang-of-four conversation started with: a) “I know, right? Who needs all of that @#%$ from Facebook. They’re only doing it to make money.” b) “Yeah, they’re like [...]
Category: Analytics for Social CRM Applications CIO CRM Cloud Gartner Customer 360 Summit Innovation and Customer Experience Leadership Social CRM Social Software Strategic Planning Tags:
by Michael Maoz | January 10, 2012 | 1 Comment
Two weeks away from work. That is an anachronism that made me think of my parents. In their prime they worked a combined 100-110 hours a week, and that did not include commuting. When they did arrive home, work was gone. Work was just that – it was hard, and there may have been nobility in [...]
Category: CIO CRM Cloud Gartner Customer 360 Summit Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning iPad Tags:
by Michael Maoz | December 15, 2011 | Comments Off
Yes, I’d like world peace, an end to disease, hunger, oppression and ignorance even more than I’d like IT and the business (marketing, sales, service, logistics!) to work with shared goals and objectives. The good news is that the world is more peaceful than at any time in the past 100 years, we are becoming [...]
Category: CIO CRM Cloud Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Strategic Planning Tags:
by Michael Maoz | December 11, 2011 | Comments Off
The role of a technology analyst is an interesting one in that it is equal parts technologist, process consultant, and psychologist. The closest match in psychology would have to be Alfred Adler, thefin de siècle Austrian who looked at how our early social exposures, choices of work, and love experiences form our world view. He [...]
Category: Analytics for Social CRM Applications CRM Cloud Gamification Gartner Customer 360 Summit Innovation and Customer Experience SFA SaaS and Cloud Computing Sales Force Automation Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | December 2, 2011 | 2 Comments
Shakespeare’s character in Henry the Sixth says something to the effect of “The first thing we do, let’s kill all the lawyers.” Transform kill to ‘remove’ and that might be the remedy for the snail’s pace of innovation in most corporations – remove the current generation of CIO. Not that it is entirely their fault. They [...]
Category: CIO CRM Cloud Innovation and Customer Experience Leadership SaaS and Cloud Computing 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 CRM Cloud Contact Center 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 CRM Cloud IT Governance Innovation and Customer Experience Leadership SFA SaaS and Cloud Computing Sales Force Automation Social CRM Strategic Planning iPad Tags:
by Michael Maoz | October 18, 2011 | 1 Comment
Have you ever looked at Tweets about customer service? Find much that is positive? If you did, go by a lottery ticket. And Tweets in general? They are mostly: Look at me! How clever, how connected. And what about posts inside of communities? “Communities” is an interesting concept, as is “Social” and “Collaborative,” since the level [...]
Category: Analytics for Social CRM Cloud Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Software Strategic Planning Twitter symposium Tags:
