Entries Categorized as 'IT Governance'
by Michael Maoz | May 15, 2013 | 2 Comments
Each April or May for the past 12 years we have published the Magic Quadrant for CRM Customer Service Contact Centers,” but this year we’ve dared to disturb the universe by replacing it with The Magic Quadrant for the CRM Customer Engagement Center. (If you are a Gartner client you can find it at http://www.gartner.com/document/2482521. The question my [...]
Category: Applications CIO Contact Center CRM Gamification Innovation and Customer Experience IT Governance Leadership Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | February 11, 2013 | 1 Comment
Often when listening to a CIO talk about technology and top priorities, I have the feeling that I have been pulled through to the set of the wacky 1999 classic, Galaxy Quest. For those of you who might remember this bizarre but intoxicating film, a loopy bunch of over-the-hill sci-fi writers are abducted by aliens. [...]
Category: Analytics for Social CRM Applications CIO CRM Innovation and Customer Experience IT Governance Leadership Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | January 17, 2013 | 1 Comment
Whenever I am in a large European Call Center, or Contact Center, peering at the screens that the poor denizens or these neglected warrens face every day, I expect to look down at my wrist and see my grandfather’s 1965 Bulova Accutron Spaceview wristwatch. Now THAT was a cool watch. Quartz crystal!! And, yes, it [...]
Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social CRM Social Networking Strategic Planning Vendor Contracts Tags:
by Michael Maoz | December 4, 2012 | 2 Comments
Pete Seeger, an American songwriter, wrote a number called, “Waist Deep in the Big Muddy” in 1967 that discussed following leaders without question, even when they lead you into peril. Observing how many fine businesses and governments are prioritizing their IT initiatives for 2013, it is hard not to have Big Muddy playing in the [...]
Category: Analytics for Social CRM Applications CIO CRM Innovation and Customer Experience IT Governance Leadership Social CRM Social Networking Strategic Planning Tags:
by Michael Maoz | September 27, 2012 | 1 Comment
The New York Times recently ran an article to point awareness to the severely depleted stock of the once fecund supply of cod, a staple food fish that is also the official fish of the American state of Massachusetts. In the brittle alchemy of association, we see the same thing happening to the Social Media [...]
Category: Analytics for Social CRM Applications CIO CRM Innovation and Customer Experience IT Governance Leadership Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
by Michael Maoz | August 6, 2012 | 1 Comment
The Summer of Love was 45 years ago. But that was for music and the young, not IT. Where are we in the IT revolution and how does it compare to political or social movements? Why do I have time for this? Vacation. Vacation can be a humbling experience. From a distance, from a great [...]
Category: Applications CIO Cloud Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | June 27, 2012 | 2 Comments
Another day, another city. This one is almost as hot and almost as humid as another, two continents away. But the song is still the same: It is the song of Odysseus in the land of the Lotus Eaters. If you grew up in a culture where ‘Western Literature” is taught in the High School [...]
Category: Analytics for Social CRM Applications CIO CRM ERP Innovation and Customer Experience IT Governance Leadership Social Networking Social Software Strategic Planning Uncategorized Tags:
by Michael Maoz | June 25, 2012 | 1 Comment
Many observers of the social media initiatives that have unfolded within global businesses would be forgiven for noting the similarities with the Science Fiction story, Flowers for Algernon. In this creepy story, a lab rat named Algernon has its brain manipulated and experiences rapid increases in intelligence. The experiment is then extended to a human, [...]
Category: CIO Contact Center CRM Innovation and Customer Experience IT Governance Leadership Social CRM Social Networking Strategic Planning Tags:
by Michael Maoz | June 19, 2012 | 1 Comment
Harris and I are back from a trip that started in New York, continued to London, and then went on to Israel and back to New York. But not Harris. No, Harris had to fly on to the West Coast to pick up a complimentary Surface. The client visits were, as always, eye-opening. There were [...]
Category: Analytics for Social CRM Applications CIO Cloud CRM Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Tags:
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:
