Michael Maoz

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Tweet this! Defining the Social CRM Vendor Market.

by Michael Maoz  |  October 15, 2010  |  2 Comments

New on Gartner.com this morning is The Concise Social CRM Vendor Guide (if you are a client, you can download it: http://my.gartner.com/portal/server.pt?open=512&objID=256&mode=2&PageID=2350940&ref=GartnerRecommends&resId=1452313 ) For me one of the best outcomes was to get the entire team here covering “Social” for the disciplines of marketing, sales, eCommerce and Customer Service to hone the initial definition that we […]

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Category: Applications Cloud CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning symposium     Tags: , , , ,

Email is dead, taken out by Twitter, chat and communities.

by Michael Maoz  |  May 10, 2009  |  13 Comments

I have been analyzing the data from my recent Customer Service Magic Quadrant that was published in March. There are about 375 references in the database, and they include businesses/organizations/ government agencies and universities from most of the world. This is still only the tiniest fraction of the world’s contact centers, so let’s not go […]

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Category: CRM Customer Centric Web Innovation and Customer Experience     Tags:

IT loves application suites, but CRM efforts are mostly best of breed.

by Michael Maoz  |  April 9, 2009  |  Comments Off

Since I’m on vacation today, I’m going to say it: the forecast for CRM applications: partly Cloud-y. Forget the camp, though, and hear what my clients are struggling with. The line of business responsible for customer experience, customer service, and sales is just looking for the functionality to be successful. They have no intrinsic interest […]

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Category: CRM Innovation and Customer Experience SaaS and Cloud Computing     Tags:

“Innovation will happen because there is no other choice.”

by Michael Maoz  |  March 24, 2009  |  Comments Off

I heard Andy Brown, the director and head of strategy, architecture and optimization at Bank of America / Merrill Lynch say the above, and it gave me a bit of hope that we may see some positive developments accelerated by the economic situation we are in. That’s good, because I have also seen CIOs tell […]

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Category: Innovation and Customer Experience     Tags: