Michael Maoz

A member of the Gartner Blog Network

Entries Categorized as 'Social Networking'


The age of the senses, moving from marketing to service.

by Michael Maoz  |  April 17, 2014  |  2 Comments

Perhaps less a backlash to the Digital Age than a result of, more companies are latching on to the primal role of the senses in driving the brand. In full disclosure, one of my daughters is a marketing Wunderkind at Sephora in San Francisco, the epicenter of the sensorial. Walking through the way they have [...]

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Category: Applications Business Intelligence CRM Gamification Innovation and Customer Experience Intent Driven Enterprise Leadership Social CRM Social Networking     Tags:

What every CIO could learn from Tufts University about understanding the customer experience.

by Michael Maoz  |  March 19, 2014  |  2 Comments

Tufts University, with a campus on the outskirts of Boston filled with bright, eclectic students, has introduced an amazing program that every CEO should consider for their CIOs hoping to understand the business better.  Full disclosure: Tufts is a family Alma Mater. They do not excel at most sports. They do have a statue of a PT [...]

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Category: Applications Business Intelligence CRM Customer Centric Web Gamification Gartner Customer 360 Summit Innovation and Customer Experience Intent Driven Enterprise iPad Leadership Social CRM Social Networking Strategic Planning Twitter     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:

Care for the customer or employee experience hovers between neglect and disdain.

by Michael Maoz  |  January 23, 2014  |  3 Comments

Close your eyes and think about the Apps you enjoy the most. Now open your eyes and write them down. They are going to be Pinterest and Twitter and Dropbox and Waze and Facebook (well, for some of us) and Instagram and Proust and Vine and Google and WhatsApp, or some similar list. What will [...]

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Category: Applications Business Intelligence CIO Cloud CRM Customer Centric Web Gamification Innovation and Customer Experience Leadership SaaS and Cloud Computing Social Networking Social Software Strategic Planning symposium Twitter     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:

Mobile devices as Kryptonite to Retailers.

by Michael Maoz  |  January 2, 2014  |  2 Comments

About 90% of my overall shopping experience is online. I imagine it might never go higher, as I was reminded this week shopping for a new Carry-on flight bag. There are hundreds of  sizes, colours, styles, pouches, attachments, wheels, and prices, and running the endless combinations on the internet is less than efficient. Especially as I [...]

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Category: Business Intelligence CRM Gamification Innovation and Customer Experience Leadership Social CRM Social Networking Strategic Planning     Tags:

A Tale of Two CRMs

by Michael Maoz  |  December 18, 2013  |  Comments Off

When Dickens opened A Tale of Two Cities with “It was the best of times, it was the worst of times,” he could have been speaking about the massive opportunity and challenge of changing CRM strategies and technologies. The dissonant chorus of banshee from the Cloud-vendors cries out about the demise of on-premise software, while [...]

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Category: Applications CIO Cloud CRM Customer Centric Web eCommerce IT Governance Leadership SaaS and Cloud Computing Sales Force Automation Social CRM Social Networking Social Software Strategic Planning     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:

Why CIOs should push BI into the hands of the customer

by Michael Maoz  |  November 12, 2013  |  2 Comments

Though CIOs may be expected to support internal Business Intelligence initiatives, the idea that we must also treat our customers with respect by supplying them with key data points is overlooked. There is a certain BI paternalism that says, “we know what is best for you,’ that leaves customers in the dark. It is nearing [...]

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