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, [...]
Comments Off
Category: Analytics for Social CRM Contact Center CRM 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 Cloud CRM Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Twitter Tags:
by Michael Maoz | May 5, 2011 | Comments Off
One school of thought has social media the panacea tying the customer to the Brand by way of the thousands of tiny filaments of conversation across Twitter and posts and reviews. But another is that social media is the final cut of the tie between the enterprise and the customer, ushering in the death of [...]
Comments Off
Category: CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Strategic Planning Twitter Tags:
by Michael Maoz | April 27, 2011 | 4 Comments
The rise of Social Media inside of the enterprise is a bit akin to the follow-on to Odysseus’ initial success in Troy: ten years lost at sea. The concept of “Social” is certainly out there – reaching every department, looking for a home, finding many false starts and frustrating turns. But the heads of IT [...]
Category: Applications CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
by Michael Maoz | April 7, 2011 | 1 Comment
There is usually a time during a long distance road race when I encounter a curtain of doubt that threatens to draw itself closed in front of me. It is the combination of muscle fatigue and the very natural question that creeps into the mind: ‘why am I punishing my body like this?” There are [...]
Category: CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Software Strategic Planning Twitter Tags:
by Michael Maoz | March 28, 2011 | Comments Off
Launching a social media project in a discipline such as Customer Service is not difficult. Two resources within even a large customer service organization can begin to use everything from the most rudimentary social media analysis (e.g., Google-level search) and set up Twitter and monitor facebook with low cost SaaS-based social media monitoring tools. The [...]
Comments Off
Category: CRM Customer 360 Los Angeles 2011 Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
by Michael Maoz | February 18, 2011 | 2 Comments
RIM/Gist, LinkedIn, Salesforce.com/Jigsaw, your CRM account, Outlook, iPhone, RenRen, Kaixin001, Twitter – and we are only putting our digital toes in the social business morass. Where is home base? Many business users of social networks and social media are looking pretty frazzled managing their contacts, synchronizing contacts, communicating on all of the correct channels, sending [...]
Category: Cloud CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
by Michael Maoz | January 14, 2011 | 1 Comment
Have you ever listened to the early works of singers like Bob Dylan or The Beatles or even Elvis? They were fairly amateurish, and they played a whole lot of knock-off copies of Hank Williams and Woody Guthrie, Little Richard and Gospel. But they iterated very quickly, mixing genres, crossing boundaries, and thumbing their noses [...]
Category: Applications Cloud CRM Customer Centric Web Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Sales Force Automation Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
by Michael Maoz | December 15, 2010 | 2 Comments
In my area of customer service, CRM experts have a lock on understanding the customer, and the service representative, after the fact. But in real time, we have a problem. And we have a real problem because it is when it matters the most. Part of the issue is understanding the customer’s intentions in calling. [...]
Category: CRM Customer Centric Web Innovation and Customer Experience Leadership Social Networking Social Software Strategic Planning Twitter Tags:
