Entries Categorized as 'Cloud'
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
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 symposium Twitter 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 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 | 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:
by Michael Maoz | August 11, 2011 | 1 Comment
For my CIO friends and clients, I understand why you shake your heads a bit over Social CRM. “What do they want from my life, these sales and marketing and customer service directors? Everyone else has to come with a business case, but the Social Mavens? They bring me the logic of a Winchester House.” [...]
Category: Applications Cloud CRM ERP Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social CRM Social Software Strategic Planning Tags:
by Michael Maoz | July 31, 2011 | Comments Off
Customer service and support software has never been easy to design, build, configure, integrate and maintain. Companies have come and gone over the past 15 years of trying to build a sustainable application with mass applicability: Quintus, BayStone, Scopus, Vantive, Clarify, Versatility, Siebel, Silknet, Onyx, IMA, and Point are just a few of the dozens [...]
Category: Applications Cloud Contact Center CRM SaaS and Cloud Computing Sales Force Automation SFA Social CRM Social Software Strategic Planning Tags:
by Michael Maoz | July 29, 2011 | 3 Comments
The 1500s had their Pied Piper of Hamelin, and our current environment has SaaS applications. The original pied piper was a rat catcher who didn’t get his way, only to turn his magical flute into a way to lure children away from their town. To listen to users of SaaS-based CRM applications, you might think [...]
Category: Applications Cloud Contact Center CRM Innovation and Customer Experience Strategic Planning Tags:
