Michael Maoz

A member of the Gartner Blog Network

Entries Categorized as 'Cloud'


What Hemingway would say to the CIO on Customer Engagement

by Michael Maoz  |  April 23, 2014  |  2 Comments

The IT street beat has been a-drum with talk of data. During client enquiry it is a good habit to ask the folks on the call what their job titles are, though I eschew one for myself. Here is a list of the titles that I have not expected to creep into the conversation: VP, [...]

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Category: Analytics for Social CRM Applications Business Intelligence CIO Cloud CRM Gamification Gartner Customer 360 Summit Innovation and Customer Experience Intent Driven Enterprise Leadership Strategic Planning     Tags:

Hey, Marketing leader, isn’t it time to share your social media strategy?

by Michael Maoz  |  February 27, 2014  |  2 Comments

We just published our 2014 Social for CRM Vendor Guide (if you are a Gartner client you can view it at  http://gtnr.it/1ft8B8o ), and among the interesting insights is our survey that shows that Marketing controls Social strategy in 41% of enterprises, compared to 8% IT and 7% Customer Service. The more interesting evolution of social media strategy [...]

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Category: Analytics for Social CRM Applications Business Intelligence Cloud Contact Center CRM Customer Centric Web Gamification Gartner Customer 360 Summit Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Twitter     Tags:

Care for the customer or employee experience hovers between neglect and disdain.

by Michael Maoz  |  January 23, 2014  |  3 Comments

Close your eyes and think about the Apps you enjoy the most. Now open your eyes and write them down. They are going to be Pinterest and Twitter and Dropbox and Waze and Facebook (well, for some of us) and Instagram and Proust and Vine and Google and WhatsApp, or some similar list. What will [...]

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Category: Applications Business Intelligence CIO Cloud CRM Customer Centric Web Gamification Innovation and Customer Experience Leadership SaaS and Cloud Computing Social Networking Social Software Strategic Planning symposium Twitter     Tags:

CRM Excellence from the IT Edges, while we pay a fortune to the core.

by Michael Maoz  |  January 21, 2014  |  4 Comments

If you are a CIO at a large corporation, you feel the pain of national governments that attempt to direct funds on behalf of the citizens of the country in new and innovative ways, only to find that almost all funds are mandated to existing programs. Maybe a few percentage points are up for real discussion. A [...]

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Category: Analytics for Social CRM Applications Business Intelligence CIO Cloud CRM Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social CRM Social Software Strategic Planning Uncategorized     Tags:

A Tale of Two CRMs

by Michael Maoz  |  December 18, 2013  |  Comments Off

When Dickens opened A Tale of Two Cities with “It was the best of times, it was the worst of times,” he could have been speaking about the massive opportunity and challenge of changing CRM strategies and technologies. The dissonant chorus of banshee from the Cloud-vendors cries out about the demise of on-premise software, while [...]

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Category: Applications CIO Cloud CRM Customer Centric Web eCommerce IT Governance Leadership SaaS and Cloud Computing Sales Force Automation Social CRM Social Networking Social Software Strategic Planning     Tags:

Touching the Cloud / SaaS Third Rail: complex customer service.

by Michael Maoz  |  November 25, 2013  |  Comments Off

The beauty of the new-age publishing process is that every word, thought and recommendation that we write for our clients on Gartner.com can be anonomously rated. Generally you hope for better than three stars – four or five are ideal, as it implies that you got their attention and they thought it was better than average. [...]

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

Dreamforce 2013, the Digital Industrial Industry’s Woodstock

by Michael Maoz  |  November 19, 2013  |  2 Comments

A few weeks ago, out in San Francisco, I attended a technology conference that had the zip and appeal of the Skoda Garda that my brother drove back in High School. Today I am back in San Francisco speaking at Dreamforce 2013 (and if you are at the event, it is Wednesday morning, 9:00am 0 [...]

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Category: Analytics for Social CRM Applications Business Intelligence CIO Cloud CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Sales Force Automation Social CRM Social Networking Social Software Strategic Planning Twitter     Tags:

Hubris and the US Health Web Site Embroglio

by Michael Maoz  |  October 22, 2013  |  1 Comment

While the West Coast High Tech mavens are schvitzing about the incompetence of the outsourcers who tried and failed to build a workable website for HealthCare.gov, none of these same pundits would really have wanted the job or the transparency they are now putting down. Maybe the US Government’s two major software developers are Schmendriks, [...]

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Category: Applications CIO Cloud IT Governance Leadership SaaS and Cloud Computing Strategic Planning     Tags:

CRM for the Customer Engagement Center B2C: Poor options.

by Michael Maoz  |  October 10, 2013  |  Comments Off

It was not too long into the delivery of my Customer Engagement Center Magic Quadrant session that someone asked the obvious: where are the choices for a global Customer Service organization for a stable, high volume center? Cleansing breath. Exhale: there is no choice. Amazing as it seems, with the decimation of the independent vendors [...]

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

What Jimmy Kimmel reminds us about knowledge management

by Michael Maoz  |  October 3, 2013  |  1 Comment

One of the most profound short term needs in government is for a modern knowledge management system. Why start with Jimmy Kimmel? Those of you familiar with the US comedian know that he occassionally sends out folks to interview the average person on the street about issues facing their lives. In this case it was [...]

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