Entries Categorized as 'Customer Centric Web'
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 Cloud CRM 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:
by Michael Maoz | April 27, 2011 | 4 Comments
The rise of Social Media inside of the enterprise is a bit akin to the follow-on to Odysseus’ initial success in Troy: ten years lost at sea. The concept of “Social” is certainly out there – reaching every department, looking for a home, finding many false starts and frustrating turns. But the heads of IT [...]
Category: Applications CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
by Michael Maoz | April 7, 2011 | 1 Comment
There is usually a time during a long distance road race when I encounter a curtain of doubt that threatens to draw itself closed in front of me. It is the combination of muscle fatigue and the very natural question that creeps into the mind: ‘why am I punishing my body like this?” There are [...]
Category: CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Software Strategic Planning Twitter Tags:
by Michael Maoz | March 31, 2011 | Comments Off
Within the enterprise, “Social” has one home: marketing. But it is more in the way of Robert Frost’s Death of the Hired Hand: Home is the place where, when you have to go there, They have to take you in. Maybe this is a good thing, because Social is traveling light, without much baggage. It’s [...]
Category: Customer 360 Los Angeles 2011 Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Software Strategic Planning Tags:
by Michael Maoz | March 30, 2011 | Comments Off
I have snuck away to write a few words about timing and Social CRM. You have likely already read that Salesforce.com intends to acquire Radian6, as Salesforce meets the challenge of The Innovator’s Dilemma and embraces consumer interaction. My colleagues will be analyzing all of that throughout the day and week, but I can say [...]
Category: Applications Cloud CRM Customer 360 Los Angeles 2011 Customer Centric Web Innovation and Customer Experience Leadership Sales Force Automation SFA Social CRM Social Networking Strategic Planning Tags:
by Michael Maoz | February 28, 2011 | 1 Comment
We are leading up to our own Oscar of sorts in my team, the Social CRM Magic Quadrant. As much as there is enthusiasm from the various lines of business in our client base for leveraging communities, blogs, fan pages, crowd-sourced ideas to improve the customer experience and better pinpoint marketing efforts, there is far [...]
Category: Applications Cloud CRM Customer Centric Web Innovation and Customer Experience Leadership SaaS and Cloud Computing Sales Force Automation Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | February 22, 2011 | 5 Comments
In the Customer Strategies area, social ‘everything’ is a happening term. Whether it is called outside/in or CrowdSourcing or Social Network Analysis or “Partners in Co-Creation” or any other equally weak attempt to capture the power of consumer behavior, the hype vessel is at full throttle. And largely without a rudder. Not to say that in [...]
Category: Analytics for Social CRM Cloud CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | February 21, 2011 | 2 Comments
If you are responsible for analyzing the customer in this new world of social media, you may be running against the issue of multiple components. I just completed a presentation for our upcoming Customer 360 Conference in LA at the end of next month (http://agendabuilder.gartner.com/crf13/WebPages/Home.aspx), and the section on analytics was tough. Tough in the [...]
Category: Analytics for Social CRM Applications CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Tags: Social CRM Analytics
by Michael Maoz | February 18, 2011 | 2 Comments
RIM/Gist, LinkedIn, Salesforce.com/Jigsaw, your CRM account, Outlook, iPhone, RenRen, Kaixin001, Twitter – and we are only putting our digital toes in the social business morass. Where is home base? Many business users of social networks and social media are looking pretty frazzled managing their contacts, synchronizing contacts, communicating on all of the correct channels, sending [...]
Category: Cloud CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
