Entries Categorized as 'Social Software'
by Michael Maoz | January 31, 2012 | 6 Comments
Peer-to-peer support communities where customers solve their own support issues have been around for over 20 years, but it has only been recently that Cloud-based packaged business applications have been available, scalable, and feature rich. After a year of diving into four separate support communities made up of contributors from around the world, we’re more [...]
Category: Applications CRM Cloud Gartner Customer 360 Summit Leadership SaaS and Cloud Computing Social CRM Social Software Strategic Planning Tags:
by Michael Maoz | January 24, 2012 | 2 Comments
One of the many pleasures of the role of driver in a carpool that transports high school students to-and-from school is the glaring clarity of their insight. Today’s gang-of-four conversation started with: a) “I know, right? Who needs all of that @#%$ from Facebook. They’re only doing it to make money.” b) “Yeah, they’re like [...]
Category: Analytics for Social CRM Applications CIO CRM Cloud Gartner Customer 360 Summit Innovation and Customer Experience Leadership Social CRM Social Software Strategic Planning Tags:
by Michael Maoz | January 20, 2012 | 3 Comments
During a briefing last Friday afternoon a software provider in the Social CRM space (is anyone NOT in the “Social” space?) put up a slide about their ‘social analytics’ capability. It said: “There are known knowns; there are things we know we know. We also know there are known unknowns; that is to say we [...]
Category: Analytics for Social CRM CIO CRM Gartner Customer 360 Summit Innovation and Customer Experience Leadership Social Software Strategic Planning Tags:
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 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 [...]
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 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 31, 2011 | Comments Off
A colleague told me about the writings of Clay Shirky and his concept of Cognitive Surplus, and it resonated with me. I’ve been thinking about similar ideas about why people willingly solve problems for corporations without pay. Ever since I first wrote about Mercury Interactive’s customers participating in very successful collaborative forums to solve technical [...]
Category: CRM Customer Centric Web Gamification Innovation and Customer Experience Leadership Social CRM Social Software Strategic Planning Tags:
