by Michael Maoz | November 3, 2010 | 4 Comments
I’m on the road with clients in the final stretches of the year, working on 2011 strategies and investments and technology selection. Another day, another city, another delay – but it is fantastic being in work environments observing how workers do their jobs and listening to how customers interact. And once in a while you [...]
Category: CRM Customer Centric Web Leadership Sales Force Automation SFA Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | October 12, 2010 | 2 Comments
It is quaint to see your company and its research focus discussed in magazines, particularly by journalists who truly grasp none but the most tenuous understanding of the Gartner model and lack access to the research that we write. What a lot of folks forget is that we write for clients who subscribe to our [...]
Category: Applications Cloud CRM Customer Centric Web Innovation and Customer Experience Leadership SaaS and Cloud Computing Sales Force Automation Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | September 23, 2010 | 5 Comments
When I went looking at new cars that I might replace my 2001 Toyota RAV4 with, there were plenty of similar choices. Acura or Infiniti or Lexus or BMW were all mechanically about the same, and the rest was lifestyle stuff. On the eco-friendly side, there were also enough alternatives to the ubiquitous Prius. And [...]
Category: Applications Cloud CRM Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Sales Force Automation SFA Social CRM Social Networking Strategic Planning Tags:
by Michael Maoz | September 17, 2010 | 3 Comments
Once, 11 years ago, I had the chance to meet Henry Kissinger and hear him talk about his years as both National Security Advisor and Secretary of State in the United States during the late ’60s and during the ’70s. My generation had fairly harsh criticism of him because of his role during the Vietnam [...]
Category: Applications Cloud CRM Customer Centric Web Innovation and Customer Experience Leadership Sales Force Automation Social CRM Social Networking Social Software Tags:
by Michael Maoz | September 2, 2010 | 1 Comment
Just as Salesforce.com seems to be at the start of a momentous transition from software provider (in a Cloud model), to an Application Platform Provider (in a Cloud model, with some applications), so the “Customer Experience” market – and process, seems to be at the beginning of a massive consolidation and change. I’m already exploring [...]
Category: Applications Cloud CRM Customer Centric Web 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 | July 25, 2010 | 2 Comments
The first thought an intelligent reader would have encountering the post title is that this is hyperbole meant to grab attention. Were this only the case. But it is not. I have conducted six client conversations in the past three months with businesses that complain about the high cost of software as a service (SaaS) [...]
Category: Applications Cloud CRM Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Sales Force Automation SFA Strategic Planning Vendor Contracts Tags:
by Michael Maoz | June 16, 2010 | Comments Off
On a recent visit with a Global 100 client I had to suppress a laugh at the opening of a discussion on social processes. The reason? Three teams came into the room, and they opened with introductions – not of themselves to me, but rather introducing themselves to each other. It turns out it was [...]
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Category: Applications Cloud CRM Customer Centric Web 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 | June 15, 2010 | 5 Comments
What a year! Software companies are on a tear of buying, and the money is flowing like Cristal at Cielo, NYC. Pegasystem bought Chordiant, Attensity grabs Biz360, NICE buys eglue, Consona takes Compiere, Pitney Bowes announces it wants Portrait Software, Twitter moves into analytics buying Smallthought, Adenyo absorbs mobile marketing intelligence software from KinetX, and [...]
Category: CRM Customer Centric Web Innovation and Customer Experience Leadership Sales Force Automation SFA Social CRM Twitter Tags:
by Michael Maoz | June 1, 2010 | 1 Comment
Many organizations talk about the return on their software investments, but most of them are just jawboning. They have no clue, really. Take the vaunted “software as a service” or SaaS / Cloud model. Most of the Cloud is the cloud of smoke around ROI. At least 90% of large organizations using sales automation in a [...]
Category: CRM Customer Centric Web Innovation and Customer Experience Leadership SaaS and Cloud Computing Sales Force Automation SFA Social CRM Social Software Tags:
by Michael Maoz | May 17, 2010 | 3 Comments
Back in 1999 it was next to impossible to hold a rational conversation about the salesforce automation product from Siebel Systems. If I failed to mention it during a call with a client as a strong shortlist candidate I would be grilled as to my competency. I would sound lame offering my ‘but one size [...]
Category: CRM Innovation and Customer Experience Leadership Sales Force Automation SFA Social CRM Social Networking Social Software Twitter Tags:
