Entries Categorized as 'SaaS and Cloud Computing'
by Michael Maoz | April 26, 2013 | 1 Comment
The complexity of the the “No Software” challenge is overwhelming the line of business buyers in Sales, Marketing and Customer Support. The idea of subscribing to a cool new software package and building a complex sales force or customer service team on your own, with your own budget, and then Oliver-style coming to CIO and [...]
Category: Applications CIO Cloud CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Sales Force Automation SFA Social CRM Social Networking Social Software Strategic Planning Tags:
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 | February 22, 2013 | 2 Comments
CRM SaaS business applications began with a wimper back in 1999 reminiscent of a litter of hungry puppies. Over 90 percent of the vendor products, and often the vendor them self, then called Application Service Providers, disappeared. Salesforce.com and RightNow Technologies were two that made the transition. It was the same time that the Distance [...]
Category: Applications CIO Cloud CRM Leadership SaaS and Cloud Computing Sales Force Automation SFA Social CRM Social Networking Social Software Strategic Planning Vendor Contracts 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 | November 27, 2012 | 3 Comments
The HP/Autonomy story gives outsiders indigestion and insider-competitors a glissade of Schadenfreude. That story I will leave to the experts, but it does raise the issue of ‘what does the CIO really know about enterprise software ‘fit for use?’ Most of the time the CIO knows the software vendor’s product line the same way we [...]
Category: Analytics for Social CRM Applications CIO Cloud CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | November 6, 2012 | Comments Off
How can anyone not thank J. J. Abrams and his Bad Robot Productions for creating “Revolution?” Watching it, oddly, creates a stream-of-consciousness thought that one of the character Flashbacks should be to one of the CRM platforms from one of the large enterprise application vendors. Over the past seven years only one new and scalable [...]
Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Strategic Planning Tags:
by Michael Maoz | October 2, 2012 | 1 Comment
Oracle OpenWorld (http://www.oracle.com/openworld/index.html) is happening right now. Wednesday through Friday are the big days for CRM practitioners, when the Oracle Customer Experience Summit will get going over at the St. Francis. Oracle also has the Oracle RightNow CX Cloud Service Knowledge Zone for partners working on their systems. The Dynamics CRM User Group (http://www.crmug.com/) is meeting [...]
Category: Applications CIO Cloud Contact Center CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Sales Force Automation SFA Social CRM Social Software Strategic Planning Uncategorized Tags:
by Michael Maoz | September 19, 2012 | Comments Off
Dreamforce isn’t Woodstock, nor is it CBGB, the old Bleeker Street joint where, if you were lucky a long time ago you were introduced to Talking Heads. Nor is it exactly Billy Graham-style enthusiasm. But it is a bit of all of these experiences wrapped around a technology theme. If you are attending Dreamforce, or [...]
Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Uncategorized Tags:
by Michael Maoz | September 7, 2012 | Comments Off
If you are a practice lead at one of the world’s ESPs – external service providers – you are very happy that this blog has a minuscule readership. This is just among us, so you have no worry of it going viral or appearing anywhere. The message is: we are on to your inside joke [...]
Category: Applications CIO Cloud CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | September 4, 2012 | 3 Comments
It would take Panglossian-scale optimism to say that the large enterprise application vendors or the consultancies that deploy their products are providing their clients a service in the CRM space for Customer Service contact centers. For all of the positioning, there is little fire for all of the smoke. With promises of new UIs and [...]
Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Innovation and Customer Experience SaaS and Cloud Computing Social CRM Social Software Strategic Planning Tags:
