Entries Categorized as 'Leadership'
by Michael Maoz | June 13, 2013 | 1 Comment
All right: that is enough of a nod to the US Navy’s decision to eliminate ALL UPPER CASE in its messages. The past is the past and uppercase makes too many waves for sensitive young recruits. On the topic of the established order and its antiquated ways, it was disappointing to see the state of [...]
Category: Analytics for Social CRM Applications CIO Cloud CRM Customer Centric Web Gamification Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | June 12, 2013 | 1 Comment
For a year or so already, just about no driver in Israel’s metropolitan areas was ever out of finger reach of Waze. Slowly, waves of Waze users have crept into the US. It is fun and useful, especially when you have a companion in the car. One of Google’s first principles is “Focus on the [...]
Category: Analytics for Social CRM Applications CIO CRM Gamification Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
by Michael Maoz | June 11, 2013 | Submit a Comment
Yes it has been a while but there were too many research areas that required attention and my narrow bandwidth and almost obsessive need to focus on the task ahead left no time to just reflect. The heavy travel is over, and in ways it is refreshing to be on the road, meeting clients across the US, [...]
Category: Analytics for Social CRM Applications CIO CRM Customer Centric Web Innovation and Customer Experience Leadership SaaS and Cloud Computing Sales Force Automation SFA Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | May 15, 2013 | 2 Comments
Each April or May for the past 12 years we have published the Magic Quadrant for CRM Customer Service Contact Centers,” but this year we’ve dared to disturb the universe by replacing it with The Magic Quadrant for the CRM Customer Engagement Center. (If you are a Gartner client you can find it at http://www.gartner.com/document/2482521. The question my [...]
Category: Applications CIO Contact Center CRM Gamification Innovation and Customer Experience IT Governance Leadership Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | April 26, 2013 | 1 Comment
The complexity of the the “No Software” challenge is overwhelming the line of business buyers in Sales, Marketing and Customer Support. The idea of subscribing to a cool new software package and building a complex sales force or customer service team on your own, with your own budget, and then Oliver-style coming to CIO and [...]
Category: Applications CIO Cloud CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Sales Force Automation SFA Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | April 4, 2013 | Comments Off
I am at the Gartner BPM Summit down in Washington, DC. It has been a terrific experience. As a ‘first time’ speaker at the conference, my dance card started empty as the relevance of ‘The Customer Experience’ wasn’t intuitive to the BPMers in attendance. But a funny thing happened after I presented – my day [...]
Category: Applications CIO Cloud CRM Gamification Innovation and Customer Experience Leadership Sales Force Automation Social CRM Social Networking Strategic Planning Tags:
by Michael Maoz | April 1, 2013 | Comments Off
March Madness for me wasn’t watching as Louisville and Michigan blew threw the field, but about creating five conference presentations. Tomorrow starts the Gartner Business Process Management Summit at the National Harbor in Maryland, where I will be speaking on Customer Experience Management. Over the next few months it will be DC, NYC, San Francisco [...]
Category: Analytics for Social CRM Applications CIO Cloud CRM Customer Centric Web eCommerce Gamification Gartner Customer 360 Summit Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Tags:
by Michael Maoz | April 1, 2013 | Comments Off
Over the weekend I began reading Heda Margolius Kovaly’s book, Under a Cruel Star. My fingers have been burning across the Kindle with this almost unbelievable reminder of what life was like in Czechoslovakia during the post-war up until 1968. History books, especially one so recent, put everything – everything – in better perspective. Any of you [...]
Category: Applications CIO Cloud Innovation and Customer Experience Leadership Tags:
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 | February 22, 2013 | 2 Comments
CRM SaaS business applications began with a wimper back in 1999 reminiscent of a litter of hungry puppies. Over 90 percent of the vendor products, and often the vendor them self, then called Application Service Providers, disappeared. Salesforce.com and RightNow Technologies were two that made the transition. It was the same time that the Distance [...]
Category: Applications CIO Cloud CRM Leadership SaaS and Cloud Computing Sales Force Automation SFA Social CRM Social Networking Social Software Strategic Planning Vendor Contracts Tags:
