Entries Categorized as 'Twitter'
by Michael Maoz | January 18, 2012 | Comments Off
The 18 presentations that need to be brought to editing for our upcoming conference, Gartner Customer 360 Summit (http://bit.ly/wBQyzi) are now safely behind me, as are the case studies. More immediately ahead is today’s Gartner Webcast ( http://bit.ly/zjtcIY ) that looks at “Using Insight to Create Customer Centricity.” If you have time at noon EST, listen in. [...]
Category: CIO CRM Gartner Customer 360 Summit Innovation and Customer Experience Leadership Social CRM Strategic Planning Twitter 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 Twitter symposium Tags:
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’ [...]
Category: Applications CRM Innovation and Customer Experience Leadership Social Networking Strategic Planning Twitter 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 CRM Cloud Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
by Michael Maoz | September 27, 2011 | Comments Off
Yesterday was interesting in that a number of emails dropped into my inbox advising me that I should not be suggesting that Social Media projects look for ‘use cases.’ Too limiting. Study the network effect instead. Buzz, connection, affinity with brand. Clout. Is the prevailing wisdom that we should not focus on profit and loss [...]
Category: CRM Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Twitter 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 CRM Contact Center Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
by Michael Maoz | August 1, 2011 | 7 Comments
1998 – 2005, madly in love with CRM. And then, like in the great Billy Wilder film of 1955 and starring Marilyn Monroe, along came the Seven Year Itch. The film is remembered less for its plot than it is for a single image, now a part of American cinematographic legend, of Marilyn standing atop a [...]
Category: Applications CRM 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 CRM Contact Center Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Strategic Planning Twitter Tags:
by Michael Maoz | June 20, 2011 | 6 Comments
It is not too soon to call the end of the business process known as CRM as we have known it. It is the “Management” word that kills it. When Sun Tzu writes The Art of War somewhere in sixth-century China, he outlines the need for discipline around defining the challenge, creating a plan of [...]
Category: Applications CRM Cloud IT Governance Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Twitter Tags:
