Gartner Blog Network

Michael Maoz
VP Distinguished Analyst
13 years at Gartner
26 years IT industry

Michael Maoz is a research vice president and distinguished analyst in Gartner Research. His research focuses on CRM and customer-centric Web strategies. Mr. Maoz is the research leader for both the customer service and support strategies area and customer-centric Web… Read Full Bio

What Napoleon at Austerlitz can teach the CIO about the Customer and CRM.

by Michael Maoz  |  November 24, 2015

Hannibal had Cannae, Napoleon had Austerlitz, and the Customer has you business. Not the CIO, not the heads of Marketing, Digital Commerce, and not your shareholders. Next Wednesday, 2 December 2015, marks 210 years since the Battle of the Three Emperors, sealing a victory for France and the defeat of the Austrian Empire. It was […]

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Reasons to be Thankful

by Michael Maoz  |  November 16, 2015

Dozens of cultures and countries have a Thanksgiving holiday, not just the country that I am in, the US. Japan has a rice festival of Thanksgiving, India and Java and Thailand have Thanksgiving, in Belarus they have the Yurya Spring Thanksgiving festival, and in Chile they have the Anata Thanksgiving Festival. In the UK, from […]

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See you in Barcelona. What is your IT Style?

by Michael Maoz  |  November 6, 2015

At our Gartner Symposium next week in Barcelona there will be another opportunity to attend our new presentation Track, “Drive Business Growth,” that focuses on the digital moments that create profitable customers, for life. Here is how you can determine if you should attend this track, or stick to your core IT sessions. Ask yourself […]

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Do You, oh CIO, CMO, LoB, CDO, Not Fear These Questions?

by Michael Maoz  |  October 29, 2015

Why should we trust you? When were you there for us? Can you tell us the last time you mattered in our lives? How much profit have you made from us? How have we profited from you? Will you tell us something insightful that we don’t already know? How have our needs evolved, and how […]

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CRM is now a Paradigm Lost

by Michael Maoz  |  October 27, 2015

Customer Relationship Management is a corporate Venus Flytrap. For anyone who has hiked the streams and meadows of the Carolinas on the US eastern seaboard, you have seen the delicate red base of this flower that attracts insects and coaxes them into landing. Delicate hairs detect the insect, and the heretofore innocent flower closes around its prey, […]

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The Mediocrity of a 360 degree View.

by Michael Maoz  |  October 15, 2015

A good test of your level of customer service is what happens when something goes wrong. Like in any relationship, when things are good, they are good: it is living inside of Tom Paxton’s ‘When we were good,’ When we were good we never went to town. We let the clocks run down. We let […]

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Cognitive Heuristic Big Data Algorithms and other buzzwords of perhaps putative benefit.

by Michael Maoz  |  October 6, 2015

While driving 1,750 kilometres to deliver a student to a university campus on the East Coast of the United States we drove past strip malls, that most American contribution to the world of clutter (Foul your nest and head out West!!), shopping centres and Big Box giants. Every once in a while there was a […]

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Amazing IT Plus Low Employee Engagement Equals Failure

by Michael Maoz  |  October 5, 2015

What do you think about when you here the company names Starbucks and Walt Disney and Apple, Unilever, Salesforce, GE and Southwest Airlines? All of these companies are successful first and foremost for their innovation, followed closely by their people management. Despite the Internet of Things, Big Data, Chief Digital Officers, Cloud Computing and Smart […]

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I’m here to collect on a debt….. don’t tell Marketing.

by Michael Maoz  |  June 21, 2015

Marketing is facing its Waterloo. As a business unit it is the corporate Napoleon, and the Customer is then the Duke of Wellington, aided by the head of Customer Service, who is our Prussian leader, Gebhard von Blücher. Waterloo, as you recall your history, was that moment 200 years ago tomorrow when the British and Prussians […]

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Your customers are out of their minds.

by Michael Maoz  |  June 5, 2015

Scientific papers about the shrinking of the size of the human brain are as common at the moment as news on FIFA’s role in squashing an inquiry into Thierry Henry’s famous 2009 handball.  Your customers’ brains are shrinking for many reasons, not just one, but among them is that they externalize more and more of the […]

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