Entries Categorized as 'Analytics for Social CRM'
by Michael Maoz | October 31, 2011 | Comments Off
Clients complain often and understandably about the lack of a CRM application suite. Certainly more than 25 years after the founding of Brock Control Systems, the forerunner of all CRM systems, we should have a suite. But that has been the mistake made over and over again: believing that a business process (CRM) is a [...]
Category: Analytics for Social CRM Applications Cloud CRM Innovation and Customer Experience iPad IT Governance Leadership SaaS and Cloud Computing Sales Force Automation SFA Social CRM Strategic Planning Tags:
by Michael Maoz | October 20, 2011 | Comments Off
While our 2011 Gartner US Symposium is still in full swing (http://bit.ly/nAbDfw), the aura and ardour of the Social Organization burn brightly. Over the rubber chicken and Canapes and great Keynotes (http://blogs.gartner.com/symposium-live-orlando/) we are hearing CIOs express interest, if not yet passion, for all things “Social.” Let’s flash forward three months. We are all back [...]
Category: Analytics for Social CRM CRM Innovation and Customer Experience Leadership Social CRM Strategic Planning symposium Tags:
by Michael Maoz | October 18, 2011 | 1 Comment
Have you ever looked at Tweets about customer service? Find much that is positive? If you did, go by a lottery ticket. And Tweets in general? They are mostly: Look at me! How clever, how connected. And what about posts inside of communities? “Communities” is an interesting concept, as is “Social” and “Collaborative,” since the level [...]
Category: Analytics for Social CRM Cloud Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Software Strategic Planning symposium Twitter Tags:
by Michael Maoz | October 9, 2011 | 7 Comments
It is pretty amazing to find the number of customer service organizations that are deep into discussions on Social Media and Social 2.0 or 5.0 or whatever we are up to today, yet have broken Customer Service processes. Like where you pay your bill online but the Service Agent on the phone has no access [...]
Category: Analytics for Social CRM CRM Innovation and Customer Experience Leadership Social CRM Social Networking 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 24, 2011 | Comments Off
Financial markets the past few years have been like NFL football players in the US since the Lockout that kept them from getting into shape this summer. The players were idled while union leaders worked with the team owners to iron out an agreement. Then, close to Pre-Season, the negotiations succeeded and the players rushed into [...]
Category: Analytics for Social CRM Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | August 9, 2011 | Comments Off
In rappelling a mountain, you are tethered to a slender synthetic cord attached to a harness about your midsection, peering down a cliff. There is a moment when you may fear for your life. Perhaps the ropes are not secure. Maybe the Carabiner brake will fail. Then in a moment there is no purchase for [...]
Category: Analytics for Social CRM CRM Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | August 5, 2011 | 2 Comments
Summer in New England is a great time to have a lot of conversations. I have a daughter spending a part of the summer at a local university (85% goofing off – just the right ratio) with 600 other students. It is a great opportunity to not only embarrass her beyond words, but to hear [...]
Category: Analytics for Social CRM Applications Contact Center CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
by Michael Maoz | June 23, 2011 | Comments Off
The long and passionate affair that I am carrying on with a British airline company rages on. It began dispassionately in February when I tried to book a business flight (Coach class – don’t get excited!) to Scotland from New York. My company’s preferred US carrier partners with said British carrier, yet, as I discovered, [...]
Category: Analytics for Social CRM Contact Center CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Strategic Planning Twitter Tags:
