Michael Maoz

A member of the Gartner Blog Network

Entries Categorized as 'Analytics for Social CRM'


What Hemingway would say to the CIO on Customer Engagement

by Michael Maoz  |  April 23, 2014  |  2 Comments

The IT street beat has been a-drum with talk of data. During client enquiry it is a good habit to ask the folks on the call what their job titles are, though I eschew one for myself. Here is a list of the titles that I have not expected to creep into the conversation: VP, [...]

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Category: Analytics for Social CRM Applications Business Intelligence CIO Cloud CRM Gamification Gartner Customer 360 Summit Innovation and Customer Experience Intent Driven Enterprise Leadership 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:

Hey, Marketing leader, isn’t it time to share your social media strategy?

by Michael Maoz  |  February 27, 2014  |  2 Comments

We just published our 2014 Social for CRM Vendor Guide (if you are a Gartner client you can view it at  http://gtnr.it/1ft8B8o ), and among the interesting insights is our survey that shows that Marketing controls Social strategy in 41% of enterprises, compared to 8% IT and 7% Customer Service. The more interesting evolution of social media strategy [...]

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Category: Analytics for Social CRM Applications Business Intelligence Cloud Contact Center CRM Customer Centric Web Gamification Gartner Customer 360 Summit Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Twitter     Tags:

Customer Strategies engineered to solve yesterday’s challenges, or, “Why does the cable company hate us?”

by Michael Maoz  |  February 11, 2014  |  1 Comment

One of the most prescient lines I have ever heard came from a Financial Services firm’s head of customer experience. It is a line I have repeated numerous times over the years. We were discussing how it was that I could be three different answers from the same company. They have a travel group, a [...]

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Category: Analytics for Social CRM Business Intelligence CIO CRM Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Twitter     Tags:

Why great CIOs focus on the customer more than the software and services vendors.

by Michael Maoz  |  February 3, 2014  |  2 Comments

As a lead up to our Customer Strategies and CRM Conferences* in April and May, we are beginning to receive and review entries for our 2014 CRM Excellence Awards. I first suggested the idea of an award for the businesses that best represent excellent customer service almost 12 years ago, based on what we saw the [...]

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Category: Analytics for Social CRM Applications CRM Gamification Gartner Customer 360 Summit Innovation and Customer Experience 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:

Dreamforce 2013, the Digital Industrial Industry’s Woodstock

by Michael Maoz  |  November 19, 2013  |  2 Comments

A few weeks ago, out in San Francisco, I attended a technology conference that had the zip and appeal of the Skoda Garda that my brother drove back in High School. Today I am back in San Francisco speaking at Dreamforce 2013 (and if you are at the event, it is Wednesday morning, 9:00am 0 [...]

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

CRM for the Customer Engagement Center B2C: Poor options.

by Michael Maoz  |  October 10, 2013  |  Comments Off

It was not too long into the delivery of my Customer Engagement Center Magic Quadrant session that someone asked the obvious: where are the choices for a global Customer Service organization for a stable, high volume center? Cleansing breath. Exhale: there is no choice. Amazing as it seems, with the decimation of the independent vendors [...]

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Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Customer Centric Web Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning symposium     Tags:

Getting Beyond “It’s all about us” to improve CRM capabilities.

by Michael Maoz  |  September 12, 2013  |  3 Comments

I am taking an online course with an Indian professor on Web Intelligence that has my head spinning. MapReduce and Hashing Algorithms and Linear Probing are intuitively obvious, but the math generates an intense respect for my Lower Sixth Form teacher’s failed attempt to coax me to focus on collision resolution. But what it has [...]

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Category: Analytics for Social CRM Applications CIO Cloud CRM Customer Centric Web eCommerce Innovation and Customer Experience Leadership SaaS and Cloud Computing Social Software Strategic Planning     Tags: