Michael Maoz

A member of the Gartner Blog Network

Entries Categorized as 'Analytics for Social CRM'


All of the marketing offers that never came, and some that did….

by Michael Maoz  |  January 23, 2015  |  Submit a Comment

Absorb the lesson of the Theseus Ship and you have all of the tools to advise the Marketing team when they ask IT help to create great customer experiences. None of you had the gift of suffering under the tutelage of Mr. Hadley Ellis Alcott’s course in Greek literature, which he named, Modern Shadows Cast […]

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Category: Analytics for Social CRM Applications Business Intelligence CIO CRM Customer Service eCommerce Gamification Innovation and Customer Experience Intent Driven Enterprise Leadership Sales Force Automation Social CRM Social Networking Social Software Strategic Planning     Tags:

CIOs can be supply specialists or maestros of innovation. Who are you?

by Michael Maoz  |  January 8, 2015  |  2 Comments

In the military, one of the more interesting jobs is the supply specialist who keeps the armory and warehouses stocked. These wonderful folks, usually infectiously enthusiastic and salty of tongue, are the difference between theater success or failure. The amount of ‘stuff’ that a single soldier needs can be overwhelming. In early military days you might […]

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Category: Analytics for Social CRM Applications Business Intelligence CIO CRM Customer Engagement Customer Service EA eCommerce ERP Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership SaaS and Cloud Computing Sales Force Automation SFA Social CRM Social Networking Social Software Strategic Planning     Tags:

Why data mining resembles handing a child a scalpel.

by Michael Maoz  |  January 6, 2015  |  1 Comment

One of the recurring jokes that gets a laugh regardless of the times heard is from George Carlin: “I put a dollar in a change machine. Nothing changed.” With advanced data mining tools, that could be your best outcome, versus things getting worse. Here in the United States we have just passed through the storm […]

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Category: Analytics for Social CRM Applications Business Intelligence CIO CRM Customer Engagement Customer Service Gamification Gartner Customer 360 Summit Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership Social Networking Social Software Strategic Planning     Tags:

Siddartha CIOs, looking to exit the walled garden of Customer Experience

by Michael Maoz  |  November 4, 2014  |  1 Comment

Just about every student in the 1960s and 1970s in the Western world was exposed to Herman Hesse’s short novel, Siddartha. Everyone, it would seem, except future CIOs. But it is not too late, any more than it is ever to late to read Lou Gerstner’s Who says elephants can’t dance. Any time is a […]

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Category: Analytics for Social CRM Applications Business Intelligence CIO CRM Customer Centric Web Gamification Innovation and Customer Experience Intent Driven Enterprise IT Governance Strategic Planning     Tags:

As CIOs look out at Wearables, what is it that they see?

by Michael Maoz  |  September 9, 2014  |  1 Comment

 Think back over the past 20 years at the innovative technologies that you have absorbed into your life. That first Nokia 3210 back in 1999. Or that Motorola RAZR2 in 2006, or that dreamy iPhone that made you give up your Blackberry. No! Not the Blackberry, they’ll never pry it from my cold, dying hands. […]

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Category: Analytics for Social CRM Applications CIO Cloud Customer Centric Web Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership Social Networking Social Software Strategic Planning     Tags:

The Selfie Marshall McLuhan anticipated 50 years ago, but as CIO you might miss.

by Michael Maoz  |  August 25, 2014  |  1 Comment

Here are five places where anyone could have observed a Selfie being taken or viewed in any major US city this week: Waiting in line at the DMV, driving a car, checking out at the supermarket, picking up tickets for a film, crossing a busy street. These were the more interesting answers given at a […]

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Category: Analytics for Social CRM Business Intelligence CIO CRM Gamification Innovation and Customer Experience Intent Driven Enterprise Leadership Social CRM Social Networking Social Software Strategic Planning     Tags:

Data Analytics’ splendid isolation from the customer reality.

by Michael Maoz  |  August 3, 2014  |  4 Comments

Empirical data, AKA ‘stuff that happens to us as ordinary consumers’ is a decent way to capture the state of BI, Data Analytics and Predictive Analytics across industries and continents. In the past six months our team members have been on business trips and vacation on five continents and 18 countries and 12 US States. Some of us added a […]

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Category: Analytics for Social CRM Applications Business Intelligence CIO CRM Innovation and Customer Experience Intent Driven Enterprise IT Governance Leadership Strategic Planning     Tags:

What Hemingway would say to the CIO on Customer Engagement

by Michael Maoz  |  April 23, 2014  |  3 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: