Entries Categorized as 'Customer Centric Web'
by Michael Maoz | November 17, 2011 | 3 Comments
Name a three letter business acronym with more negative associations than CRM. Only ERP rivals CRM for the concept of failure, frustration, cost and unfulfilled promise. ERP is the discipline of managing your stuff, while CRM is about managing relationships with customers. Why is there so much rancor about CRM? We have been hearing the [...]
Category: Analytics for Social CRM CRM Customer Centric Web 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 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
A colleague told me about the writings of Clay Shirky and his concept of Cognitive Surplus, and it resonated with me. I’ve been thinking about similar ideas about why people willingly solve problems for corporations without pay. Ever since I first wrote about Mercury Interactive’s customers participating in very successful collaborative forums to solve technical [...]
Category: CRM Customer Centric Web Gamification Innovation and Customer Experience Leadership Social CRM Social Software 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 Twitter symposium Tags:
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 CRM Contact Center Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | August 19, 2011 | 2 Comments
There is just about nothing less rewarding than using social networking during an airline travel experience. No sense in broadcasting one’s litany of petty indignities. Better to take the stoic approach of a Brit. In the midst of such a scenario right at this moment, what strikes most vividly is the blog that the airline [...]
Category: CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | August 5, 2011 | 2 Comments
Summer in New England is a great time to have a lot of conversations. I have a daughter spending a part of the summer at a local university (85% goofing off – just the right ratio) with 600 other students. It is a great opportunity to not only embarrass her beyond words, but to hear [...]
Category: Analytics for Social CRM Applications CRM Contact Center Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
by Michael Maoz | June 23, 2011 | Comments Off
The long and passionate affair that I am carrying on with a British airline company rages on. It began dispassionately in February when I tried to book a business flight (Coach class – don’t get excited!) to Scotland from New York. My company’s preferred US carrier partners with said British carrier, yet, as I discovered, [...]
Category: Analytics for Social CRM CRM Contact Center Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Strategic Planning Twitter Tags:
by Michael Maoz | May 16, 2011 | Comments Off
Two monthly industry magazines ran features on Social Media and the power of communities. I might have the odd claim to fame of writing the first Gartner piece on the use of social networks for collaborative tech support (if you are a Gartner client and want to see the state of things from 2003, it [...]
Category: Analytics for Social CRM Applications CRM Cloud Customer Centric Web Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | May 5, 2011 | Comments Off
One school of thought has social media the panacea tying the customer to the Brand by way of the thousands of tiny filaments of conversation across Twitter and posts and reviews. But another is that social media is the final cut of the tie between the enterprise and the customer, ushering in the death of [...]
Category: CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Strategic Planning Twitter Tags:
