by Michael Maoz | March 23, 2012 | Comments Off
Who is a more natural ally for anyone building a customer-centric strategy than the CIO? They have budget, and they have technical knowledge, and they have a strong desire to make the business a success. Despite this, there are so many competing camps in any business working not so much at cross-purposes to the IT [...]
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Category: Applications CIO Contact Center CRM Customer Centric Web Innovation and Customer Experience Leadership Social Networking Twitter Tags:
by Michael Maoz | March 19, 2012 | 2 Comments
We have a terrific Canadian client who is right now embroiled in a Twitter nightmare. Like in the example of a global fast-food purveyor, and a large construction-equipment company before them, Twitter tweaked their sense of themselves before a crowd of millions. To this I’d say that, like Doug Adams’ wonderful Hitchhiker’s Guide, your Social [...]
Category: CIO CRM Gartner Customer 360 Summit Innovation and Customer Experience Leadership Social CRM Social Networking Strategic Planning Twitter Tags:
by Michael Maoz | March 15, 2012 | 3 Comments
Down here at the Gartner Customer360 Summit we have a house full of folks struggling with the concept of blending their existing Social Media ‘strategy’ into a more holistic Enterprise Social strategy. There is a problem: IT is off to the side, more than happy to help but often not wanted at the party. Marketing is [...]
Category: Applications CIO Contact Center CRM Gartner Customer 360 Summit Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Uncategorized Tags:
by Michael Maoz | February 29, 2012 | 1 Comment
I am in the middle of six weeks of travel. To keep my spirits bubbly I remind myself that I’m not in a bivouac and my meals don’t come in tin cans. Some of you know what I mean. Visiting clients and observing their operations first-hand is the only way to stay relevant, truly. On-site [...]
Category: CIO CRM Gamification Gartner Customer 360 Summit Innovation and Customer Experience iPad Leadership Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
by Michael Maoz | February 22, 2012 | 1 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 Cloud Contact Center CRM 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 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 Cloud CRM Gartner Customer 360 Summit Innovation and Customer Experience Leadership Social CRM Social Software Strategic Planning Tags:
by Michael Maoz | January 20, 2012 | 3 Comments
During a briefing last Friday afternoon a software provider in the Social CRM space (is anyone NOT in the “Social” space?) put up a slide about their ‘social analytics’ capability. It said: “There are known knowns; there are things we know we know. We also know there are known unknowns; that is to say we [...]
Category: Analytics for Social CRM CIO CRM Gartner Customer 360 Summit Innovation and Customer Experience Leadership Social Software Strategic Planning Tags:
by Michael Maoz | January 18, 2012 | Comments Off
The 18 presentations that need to be brought to editing for our upcoming conference, Gartner Customer 360 Summit (http://bit.ly/wBQyzi) are now safely behind me, as are the case studies. More immediately ahead is today’s Gartner Webcast ( http://bit.ly/zjtcIY ) that looks at “Using Insight to Create Customer Centricity.” If you have time at noon EST, listen in. [...]
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Category: CIO CRM Gartner Customer 360 Summit Innovation and Customer Experience Leadership Social CRM Strategic Planning Twitter 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 Cloud CRM Gartner Customer 360 Summit Innovation and Customer Experience iPad Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning 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 [...]
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Category: CIO Cloud CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Strategic Planning Tags:
