by Michael Maoz | October 12, 2011 | Comments Off
Here is the deal: it is hard to drive into or out of most major US cities because the traffic snakes serpentine for endless stretches at a snail’s pace, and you arrive at your destination exhausted, tense and a little poorer. Though fuel costs in the United States are a joke compared to everywhere else, [...]
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Category: Applications Cloud Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Software Strategic Planning Tags:
by Michael Maoz | October 6, 2011 | 2 Comments
I am blessed with a job that allows me to interact with over 1200 business and technology leaders in any given year. Almost 80 percent of these interactions are with leaders clustered in the US, Canada, the UK, western Europe, Israel, India and Australia. Even my description of their location circumscribes the geographic arc of the daily calls. [...]
Category: Analytics for Social CRM Applications Cloud CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
by Michael Maoz | September 26, 2011 | 1 Comment
The era of the Social Riff seems to be yielding to a more productive set of processes and structures. The benefit of this new Era of Social Classical is ability to measure value and ability to structure enterprise initiatives. Benchmarks, ROI, stickiness, NPS are all beginning to come in for Social CRM initiatives. Here is [...]
Category: Analytics for Social CRM CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | August 29, 2011 | 1 Comment
The East Coast of the United States where I live is drying out from Hurricane Irene, and a lot or revelers who were going to wing westerward are stranded. Where is everyone going? Everyone as in ‘most people’ are going to work as usual because their businesses need them. Some others, a tiny few non-corporate [...]
Category: Applications Cloud CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Social Networking Tags:
by Michael Maoz | August 11, 2011 | 1 Comment
For my CIO friends and clients, I understand why you shake your heads a bit over Social CRM. “What do they want from my life, these sales and marketing and customer service directors? Everyone else has to come with a business case, but the Social Mavens? They bring me the logic of a Winchester House.” [...]
Category: Applications Cloud CRM ERP Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social CRM Social Software Strategic Planning Tags:
by Michael Maoz | July 31, 2011 | Comments Off
Customer service and support software has never been easy to design, build, configure, integrate and maintain. Companies have come and gone over the past 15 years of trying to build a sustainable application with mass applicability: Quintus, BayStone, Scopus, Vantive, Clarify, Versatility, Siebel, Silknet, Onyx, IMA, and Point are just a few of the dozens [...]
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Category: Applications Cloud Contact Center CRM SaaS and Cloud Computing Sales Force Automation SFA Social CRM Social Software Strategic Planning Tags:
by Michael Maoz | July 18, 2011 | 2 Comments
I’ve been traveling quite a bit the past few months, visiting clients across western Europe and the United States. As much as I’d rather stay close to home base, there is no substitute for meeting face-to-face with clients. The intimacy of sitting at a table, having a coffee or tea, and talking brass-tacks about what [...]
Category: Applications Cloud CRM Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Strategic Planning Vendor Contracts Tags:
by Michael Maoz | July 6, 2011 | Comments Off
Each year for the past 12 years it has been my great pleasure to co-Chair our Eastern Mediterranean IT Conference in Tel Aviv, Israel. This year the conference is on 12 July at the Tel Aviv Hilton, and if any of you happen to be in the region – check it out. It opens with [...]
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Category: Applications Cloud Leadership SaaS and Cloud Computing Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | June 20, 2011 | 6 Comments
It is not too soon to call the end of the business process known as CRM as we have known it. It is the “Management” word that kills it. When Sun Tzu writes The Art of War somewhere in sixth-century China, he outlines the need for discipline around defining the challenge, creating a plan of [...]
Category: Applications Cloud CRM Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Twitter Tags:
by Michael Maoz | June 1, 2011 | Comments Off
Last month I published two separate pieces of research on the use of Analytics for Customer Service. (I published five pieces of research last month, which explains why I have not been around here on the blog site to write for three weeks: Clients first!) The first focused on the different roles (consumer, customer service rep, [...]
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Category: Analytics for Social CRM Applications CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Tags:
