by Michael Maoz | March 11, 2013 | 1 Comment
Anyone whose job it is to improve the customer experience (unless you are a Chief Customer Officer reporting to the CEO with Board approval and support) has a tough mission. Almost an impossible one. You are playing the Role of Roscoe Arbuckle in the Keystone Cops, running about with seeming authority, sycophants in tow, but [...]
Category: CIO CRM Gartner Customer 360 Summit Innovation and Customer Experience Leadership Social Networking Social Software Strategic Planning Twitter Tags:
by Michael Maoz | November 14, 2012 | 1 Comment
Each week, the final page of The New Yorker magazine contains an ink drawing of a social situation, and beneath it you are invited to invent your own comic line to capture what is going on in the cartoon. Imagine the number of ways that the title line above could be completed, “A CIO, VP [...]
Category: CIO CRM Innovation and Customer Experience Leadership Social CRM Social Networking Strategic Planning Twitter Tags:
by Michael Maoz | October 17, 2012 | 1 Comment
In Primary School you may have sat next to the class chatterbox, the babbling font of intransitives garbled, gargled and machine-gun rapid. That kid has grown up, and she’s now sitting behind you on a flight that has not taken off. She has her camera going and she is speaking to her boyfriend Shawn about [...]
Category: CIO CRM Gamification Innovation and Customer Experience Leadership Social Networking Social Software Strategic Planning symposium Twitter Tags:
by Michael Maoz | September 27, 2012 | 1 Comment
The New York Times recently ran an article to point awareness to the severely depleted stock of the once fecund supply of cod, a staple food fish that is also the official fish of the American state of Massachusetts. In the brittle alchemy of association, we see the same thing happening to the Social Media [...]
Category: Analytics for Social CRM Applications CIO CRM Innovation and Customer Experience IT Governance Leadership Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
by Michael Maoz | September 24, 2012 | 3 Comments
Dreamforce last week was a great place to run into tens of thousands of people working on aspects of customer engagement. Some were in marketing, some in the Social Media area, others in sales and others in customer service. The event is covered by multiple bloggers around the United States and requires no remarks from [...]
Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Twitter Uncategorized Tags:
by Michael Maoz | May 31, 2012 | 5 Comments
Seriously: Social media monitoring? Big Data analytics? Wozu hast du mir den Kopf verdreht? (ooooph – says grandma Anna) – Just get the basics right and you would not need to go nuts with any of this stuff. Here is a funny, though not funny, example of working on the wrong stuff – that cost me [...]
Category: Analytics for Social CRM CIO Cloud Contact Center CRM Innovation and Customer Experience Leadership Social CRM Social Networking Strategic Planning Twitter Uncategorized Tags:
by Michael Maoz | May 30, 2012 | 1 Comment
On a call with a client today I heard a refrain that is all too common of late - the SaaS/Cloud solution that the company is about to sign on for is ridiculously expensive in their minds, but they are likely going forward anyway, without challenging the price tag all that much. Why not, inquiring minds [...]
Category: Applications CIO Cloud Contact Center CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing SFA Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
by Michael Maoz | March 23, 2012 | Comments Off
Who is a more natural ally for anyone building a customer-centric strategy than the CIO? They have budget, and they have technical knowledge, and they have a strong desire to make the business a success. Despite this, there are so many competing camps in any business working not so much at cross-purposes to the IT [...]
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Category: Applications CIO Contact Center CRM Customer Centric Web Innovation and Customer Experience Leadership Social Networking Twitter Tags:
by Michael Maoz | March 19, 2012 | 2 Comments
We have a terrific Canadian client who is right now embroiled in a Twitter nightmare. Like in the example of a global fast-food purveyor, and a large construction-equipment company before them, Twitter tweaked their sense of themselves before a crowd of millions. To this I’d say that, like Doug Adams’ wonderful Hitchhiker’s Guide, your Social [...]
Category: CIO CRM Gartner Customer 360 Summit Innovation and Customer Experience Leadership Social CRM Social Networking Strategic Planning Twitter Tags:
by Michael Maoz | February 29, 2012 | 1 Comment
I am in the middle of six weeks of travel. To keep my spirits bubbly I remind myself that I’m not in a bivouac and my meals don’t come in tin cans. Some of you know what I mean. Visiting clients and observing their operations first-hand is the only way to stay relevant, truly. On-site [...]
Category: CIO CRM Gamification Gartner Customer 360 Summit Innovation and Customer Experience iPad Leadership Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
