Entries Categorized as 'Analytics for Social CRM'
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 | March 20, 2013 | 1 Comment
If I had to pick a time when the modern world began, it would be Holland in the 17th century. Back in 1987, Simon Schama wrote a brilliant history of the Dutch entitled, The Embarrassment of Riches, and in his work he describes how a combination of open immigration policy, open markets and industrious and [...]
Category: Analytics for Social CRM Applications CIO Innovation and Customer Experience Social CRM 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 22, 2013 | 1 Comment
If you have not gone through the new 2013 Edelman Trust Barometer deck from Edelman Insights, check out their site: http://www.edelman.com/trust-downloads/global-results-2/. This global survey highlights some ideas that you know from your gut, but cringe when you read them. For example, that less than 20% of people believe that business leaders make ethical business decisions. [...]
Category: Analytics for Social CRM Applications CIO CRM Innovation and Customer Experience 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 | January 3, 2013 | 6 Comments
In his 1994 album, Wildflowers, Tom Petty wrote a song, Time to move on, and the entrance goes like this: It’s time to move on, time to get going What lies ahead, I have no way of knowing But under my feet, baby, grass is growing It’s time to move on, it’s time to get [...]
Category: Analytics for Social CRM Applications CIO CRM Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning 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 | 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 20, 2012 | Comments Off
The United States is about to slide into the annual Thanksgiving mania that culminates in an orgy of commercialism on Black Friday, while parenthetically remembering the original reasons for the thanks. Some of us never forget, and often it is because of lives lived where the notion of tolerance and the integrity of cultural identify [...]
Category: Analytics for Social CRM Applications CRM Innovation and Customer Experience Leadership 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:
