by Michael Maoz | January 10, 2012 | 1 Comment
Two weeks away from work. That is an anachronism that made me think of my parents. In their prime they worked a combined 100-110 hours a week, and that did not include commuting. When they did arrive home, work was gone. Work was just that – it was hard, and there may have been nobility in [...]
Category: CIO CRM Cloud Gartner Customer 360 Summit Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning iPad Tags:
by Michael Maoz | December 15, 2011 | Comments Off
Yes, I’d like world peace, an end to disease, hunger, oppression and ignorance even more than I’d like IT and the business (marketing, sales, service, logistics!) to work with shared goals and objectives. The good news is that the world is more peaceful than at any time in the past 100 years, we are becoming [...]
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Category: CIO CRM Cloud Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Strategic Planning Tags:
by Michael Maoz | December 11, 2011 | Comments Off
The role of a technology analyst is an interesting one in that it is equal parts technologist, process consultant, and psychologist. The closest match in psychology would have to be Alfred Adler, thefin de siècle Austrian who looked at how our early social exposures, choices of work, and love experiences form our world view. He [...]
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Category: Analytics for Social CRM Applications CRM Cloud Gamification Gartner Customer 360 Summit Innovation and Customer Experience SFA SaaS and Cloud Computing Sales Force Automation Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | December 7, 2011 | 3 Comments
We’ve published the updated “Concise Social CRM Vendor Guide, 2012,” and if you are a client you can find it here: http://www.gartner.com/resId=1867115 . If you are not a client, here is the scoop: we are tracking over 100 vendors in the space. The loudest hype around social CRM is over, and now organizations are rolling up [...]
Category: Analytics for Social CRM Applications CIO CRM Gartner Customer 360 Summit Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | December 2, 2011 | 2 Comments
Shakespeare’s character in Henry the Sixth says something to the effect of “The first thing we do, let’s kill all the lawyers.” Transform kill to ‘remove’ and that might be the remedy for the snail’s pace of innovation in most corporations – remove the current generation of CIO. Not that it is entirely their fault. They [...]
Category: CIO CRM Cloud Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | November 21, 2011 | 2 Comments
On Sunday the most influential newspaper on the East Coast of the United States ran an article about Mobile eCommerce. It quoted compelling statistics from the largest computer company in the world. The quote was to the effect that in October 2011, 10% of eCommerce was transacted on mobile devices, and that this would have enormous impact [...]
Category: Analytics for Social CRM Innovation and Customer Experience Leadership Social Networking Strategic Planning eCommerce iPad Tags: Black Friday, Mobile eCommerce
by Michael Maoz | November 17, 2011 | 3 Comments
Name a three letter business acronym with more negative associations than CRM. Only ERP rivals CRM for the concept of failure, frustration, cost and unfulfilled promise. ERP is the discipline of managing your stuff, while CRM is about managing relationships with customers. Why is there so much rancor about CRM? We have been hearing the [...]
Category: Analytics for Social CRM CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | November 9, 2011 | 4 Comments
I have now run on every continent except Antarctica. Though I am not sure what I am running from, getting to Australia and meeting a couple of hundred business leaders from Asia Pacific made the 24 hours of flights the most worthwhile I could have imagined. The passion of the marketing and customer service and [...]
Category: Applications CRM Cloud Contact Center Customer Centric Web Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Uncategorized Tags: Australia
by Michael Maoz | October 18, 2011 | 1 Comment
Gartner brought upon itself the wet Orlando weather when it began a research analyst Rain Dance in the form of Cloud Computing tracks and workshops. The rain may have been inevitable; we’ll never know. The area of greatest interest to my clients is Big Data and its role in helping businesses understand customers better. Check [...]
Category: Applications CRM Cloud Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Twitter symposium Tags:
by Michael Maoz | October 14, 2011 | 1 Comment
Don’t kid yourselves: the life of the Customer Service Representative (CSR) is part Annie and part Jay Z’s Hard Knock Life. We have ridiculously high expectations for these folks. They should be in a fabulous mood. They should know our complete life story. They need to understand our mood, and where we were on ‘their’ [...]
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