Michael Maoz

A member of the Gartner Blog Network

Entries Categorized as 'Vendor Contracts'


The CIO’s Cloud Mania for CRM: And they swam and they swam right over the dam.

by Michael Maoz  |  August 12, 2013  |  2 Comments

Let’s face it: the five year cost of CRM software in a SaaS model has eclipsed on premise software costs for most organizations. We should re-state this: most businesses will not face this issue head on. Obfuscating and a disengenuous sleight-of-hand accounting razzamatazz can give the vague appearance that SaaS is cheaper. SaaS  is evolving […]

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Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Sales Force Automation SFA Social CRM Social Networking Social Software Strategic Planning Vendor Contracts     Tags:

Global CRM Buyers Begin to See the Limits of Cloud Hype

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 […]

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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:

The atrophy of CRM applications in complex customer service environments.

by Michael Maoz  |  January 17, 2013  |  1 Comment

Whenever I am in a large European Call Center, or Contact Center, peering at the screens that the poor denizens or these neglected warrens face every day, I expect to look down at my wrist and see my grandfather’s 1965 Bulova Accutron Spaceview wristwatch. Now THAT was a cool watch. Quartz crystal!! And, yes, it […]

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Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social CRM Social Networking Strategic Planning Vendor Contracts     Tags:

For CRM to succeed, the CIO needs not to be beguiled by software’s Scheherazades.

by Michael Maoz  |  August 8, 2012  |  1 Comment

Logical incrementalism is just about the most common pitfall to stymie innovation around the customer experience. The CIO, in an endeavour to make things better, cheaper and simpler, ties the company more deeply to a single vendor for each major application building block. Each incremental decision makes sense in the grander scheme: better integration, lower […]

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Category: Analytics for Social CRM Applications CIO Cloud Contact Center CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Vendor Contracts     Tags:

Cloud or not, purchasing CRM business SaaS apps is not for the line of business manager alone.

by Michael Maoz  |  May 3, 2012  |  Comments Off

The common thinking was that Software as a Service, or applications procured as a subscription in a Cloud Model, were going to be faster, better, and less expansive than their primitive on premise analog. The operating word here is ‘analog’ as in ‘apples to apples’ – the same depth of functionality, the same disciplined development […]

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Category: Applications CIO Cloud CRM Innovation and Customer Experience Leadership SaaS and Cloud Computing Sales Force Automation SFA Social CRM Social Networking Strategic Planning Vendor Contracts     Tags:

The Limits of SaaS in CRM: Gag Rules may Quash the Reality.

by Michael Maoz  |  July 18, 2011  |  2 Comments

I’ve been traveling quite a bit the past few months, visiting clients across western Europe and the United States. As much as I’d rather stay close to home base, there is no substitute for meeting face-to-face with clients. The intimacy of sitting at a table, having a coffee or tea, and talking brass-tacks about what […]

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Category: Applications Cloud CRM Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Strategic Planning Vendor Contracts     Tags:

Where the Social CRM Market Will Collapse Into

by Michael Maoz  |  October 7, 2010  |  8 Comments

At our 1999 Gartner US Symposium I gave a presentation during which I said that 63 of the 80 software vendors that I was discussing in the CRM space would change ownership within six years. It turned out to be just about right – I under-estimated.  Following new software markets is like following Odysseus out of Troy […]

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Category: Applications CRM Customer Centric Web Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Social CRM Social Networking Social Software Strategic Planning Vendor Contracts     Tags:

Want excitement? Perform a reference check!!!

by Michael Maoz  |  September 30, 2010  |  1 Comment

There is a funny and arcane expression whose derivation I have never quite understood, but whose meaning is clear in any language: Don’t buy a cat in a sack! It’s the same in German, ‘Die Katze im Sack kaufen.’  Whererever it comes from, the idea of purchasing software sight unseen is fairly prevalent. Yes: you […]

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Category: Applications CRM EA Innovation and Customer Experience IT Governance Leadership Vendor Contracts     Tags:

Cloud based CRM Applications are not cost savers.

by Michael Maoz  |  July 25, 2010  |  2 Comments

The first thought an intelligent reader would have encountering the post title is that this is hyperbole meant to grab attention. Were this only the case.  But it is not. I have conducted six client conversations in the past three months with businesses that complain about the high cost of software as a service (SaaS) […]

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Category: Applications Cloud CRM Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Sales Force Automation SFA Strategic Planning Vendor Contracts     Tags: