Michael Maoz

A member of the Gartner Blog Network

Entries Categorized as 'IT Governance'


Fooling ourselves with an Internet of Things.

by Michael Maoz  |  June 30, 2014  |  3 Comments

In the northern hemisphere it is summer, and vacation travel in the United States and Europe has gotten into mid-gear. It is a time when there is an accelerated feeling of just how out of synch the “Internet of Things” and “Social Media” and “Digital Enterprise” have gotten from many real issues. Roads are still [...]

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Category: Business Intelligence CIO Cloud Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership Social Networking Social Software Strategic Planning     Tags:

For Earth Day 2014 take a moment to think about the Mobile Revolution

by Michael Maoz  |  April 22, 2014  |  2 Comments

I was taken by an uncle to an Earth Day rally as a little kid when some granola-crunching type folks still adored Rachel Carson and admired US Senator Ed Muskie for his passion on the environment. Today I have been monitoring loosely the daily stream of emails and have yet to receive any that mention [...]

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Category: CIO Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership Social Networking Strategic Planning     Tags:

All that a CIO needs to know about CRM was said already by the Dalai Lama

by Michael Maoz  |  April 8, 2014  |  2 Comments

I am about to release the draft of the Customer Engagement Center Magic Quadrant 2014 for review to software vendors. This is the MQ that was formerly known as the CRM Customer Service Contact Center MQ. For two years we’ve been writing about Customer Engagement Strategies, and this new MQ focuses on the role of [...]

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Category: Applications CIO Contact Center CRM Gartner Customer 360 Summit Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership SaaS and Cloud Computing Strategic Planning     Tags:

Knowingly or Unknowingly, the CIO is Building toward an Intent Driven Enterprise.

by Michael Maoz  |  March 4, 2014  |  1 Comment

Ten years ago I had the wonderful opportunity to be a Gartner Fellow. What I did during that fecund two-year period was develop a concept that I termed, The Intent-Driven Enterprise. I began to talk to my colleagues, talk to IT managers, heads of customer support, sales leaders, and software vendors about the idea. Some [...]

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Category: Analytics for Social CRM Business Intelligence CIO CRM Customer Centric Web Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership Strategic Planning     Tags:

How Marketing could torpedo the Digital Transformation of CRM

by Michael Maoz  |  January 28, 2014  |  2 Comments

Every winter for the past 12 I have begun researching the ideas that will go into my presentations for our Spring CRM-focused conferences. This year we have the Gartner Customer360 Summit, 19-21 May in Orlando and the Gartner Customer Strategies & Technologies Summit London 28/29 April in London. I love these events because they are intimate gatherings [...]

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Category: Business Intelligence CIO CRM Gartner Customer 360 Summit Innovation and Customer Experience IT Governance Leadership Strategic Planning     Tags:

CRM Excellence from the IT Edges, while we pay a fortune to the core.

by Michael Maoz  |  January 21, 2014  |  4 Comments

If you are a CIO at a large corporation, you feel the pain of national governments that attempt to direct funds on behalf of the citizens of the country in new and innovative ways, only to find that almost all funds are mandated to existing programs. Maybe a few percentage points are up for real discussion. A [...]

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Category: Analytics for Social CRM Applications Business Intelligence CIO Cloud CRM Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social CRM Social Software Strategic Planning Uncategorized     Tags:

Why the CIO’s dream of a CRM Application Suite is just that.

by Michael Maoz  |  January 10, 2014  |  3 Comments

It is hard to comprehend, but tomorrow it will be just ten years exactly since Mark Zukerberg registered his domain, THEFACEBOOK.COM. There was just about nothing of a social network before that. And smart phones? Even seven years ago we were tied to our laptops and desktops and non-smart mobile phones, and there was not much [...]

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Category: Analytics for Social CRM Applications Business Intelligence CIO CRM Innovation and Customer Experience IT Governance Leadership Sales Force Automation SFA Social CRM Social Networking Social Software Strategic Planning Twitter     Tags:

Thank you from the trenches of CRM and Customer Experience.

by Michael Maoz  |  December 31, 2013  |  Comments Off

Everyone is off on holidays, making this a thank you to those of you in abstentia. Michael Bloomberg, who serves his last day as Mayor of NYC after twelve years, summed up his time as Mayor in a speech to city leaders – not the politicians – this way: “I have always been envious of [...]

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Category: Applications CIO CRM Innovation and Customer Experience IT Governance Leadership Social CRM Strategic Planning     Tags:

A Tale of Two CRMs

by Michael Maoz  |  December 18, 2013  |  Comments Off

When Dickens opened A Tale of Two Cities with “It was the best of times, it was the worst of times,” he could have been speaking about the massive opportunity and challenge of changing CRM strategies and technologies. The dissonant chorus of banshee from the Cloud-vendors cries out about the demise of on-premise software, while [...]

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Category: Applications CIO Cloud CRM Customer Centric Web eCommerce IT Governance Leadership SaaS and Cloud Computing Sales Force Automation Social CRM Social Networking Social Software Strategic Planning     Tags:

Touching the Cloud / SaaS Third Rail: complex customer service.

by Michael Maoz  |  November 25, 2013  |  Comments Off

The beauty of the new-age publishing process is that every word, thought and recommendation that we write for our clients on Gartner.com can be anonomously rated. Generally you hope for better than three stars – four or five are ideal, as it implies that you got their attention and they thought it was better than average. [...]

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Category: Applications Business Intelligence CIO Cloud Contact Center CRM Customer Centric Web Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social Software Strategic Planning Twitter     Tags: