Entries Categorized as 'Gartner Customer 360 Summit'
by Michael Maoz | April 1, 2013 | Comments Off
March Madness for me wasn’t watching as Louisville and Michigan blew threw the field, but about creating five conference presentations. Tomorrow starts the Gartner Business Process Management Summit at the National Harbor in Maryland, where I will be speaking on Customer Experience Management. Over the next few months it will be DC, NYC, San Francisco [...]
Category: Analytics for Social CRM Applications CIO Cloud CRM Customer Centric Web eCommerce Gamification Gartner Customer 360 Summit Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | March 11, 2013 | 1 Comment
Anyone whose job it is to improve the customer experience (unless you are a Chief Customer Officer reporting to the CEO with Board approval and support) has a tough mission. Almost an impossible one. You are playing the Role of Roscoe Arbuckle in the Keystone Cops, running about with seeming authority, sycophants in tow, but [...]
Category: CIO CRM Gartner Customer 360 Summit Innovation and Customer Experience Leadership Social Networking Social Software Strategic Planning 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 31, 2012 | 6 Comments
Peer-to-peer support communities where customers solve their own support issues have been around for over 20 years, but it has only been recently that Cloud-based packaged business applications have been available, scalable, and feature rich. After a year of diving into four separate support communities made up of contributors from around the world, we’re more [...]
Category: Applications Cloud CRM Gartner Customer 360 Summit Leadership SaaS and Cloud Computing Social CRM Social Software Strategic Planning 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. [...]
Category: CIO CRM Gartner Customer 360 Summit Innovation and Customer Experience Leadership Social CRM Strategic Planning Twitter Tags:
