Gartner Blog Network

Scott D. Nelson
Managing VP
12 years at Gartner
18 years IT industry

Scott Nelson is a managing vice president in Gartner Research. He is responsible for managing research in the area of CRM. His particular research focuses on CRM vision and strategy.

Looking for your help on the 2012 CRM Agenda

by Scott Nelson  |  September 19, 2011

We are in the middle of planning our agenda for 2012. We have lots of exciting things that we are planning to look at, but I feel that it is important to get our clients perspective. What sort of challenges would you like to see some research on? What emerging technologies have you perplexed? We […]

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Social Media vs. Word of Mouth

by Scott Nelson  |  August 11, 2011

I recent study said that 64% of all small business did not see any value to using social media.  But 50% said that they could live without word of mouth. (Here’s a link to an article on the study http://mashable.com/2011/08/09/small-businesses-social-media/?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+SocialCRM+%28Social+CRM%29). My first reaction, to be honest, was “Wow!”. I found the results interesting, if not […]

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Intellectual Moments

by Scott Nelson  |  August 10, 2011

Managing any group of bright people has it’s challenges. Years ago, I became concerned that some of the people I managed would 1). suffer from burn out, and 2). need to find fresh input to continue to have good ideas. As such, I developed a concept for them that I called Intellectual Moments. The rules […]

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Is “Are You Happy” the Correct Question?

by Scott Nelson  |  August 9, 2011

I recently took one of those customer service surveys that businesses give you sometimes. This one was from a casual dining restaurant. It asked all the normal questions, such as “how was the food?”, “was the wait staff courteous?”, “how long did you have to wait?”  They also had a few odd ones, such as […]

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When Is Simulation Coming to CRM?

by Scott Nelson  |  August 4, 2011

The science of simulation has come a long way in recent years. Complex areas such as weather forecasting and market simulations are becoming better and better, in spite of the fact that it seems they can never forecast the weather accurately the one day you need it. And while it still is not the stuff […]

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What Vendors Are Glad Users Didn’t Know (Until Now)

by Scott Nelson  |  August 3, 2011

    Yesterday I wrote about what I learned when I was a vendor. I looked at it from the point of view of what vendors wished their clients new. To be fair, today I talk about what I learned that vendors don’t want you to know. You could call these dirty little secrets. Just […]

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What Vendors Wish Their Users Knew

by Scott Nelson  |  August 2, 2011

Years ago, I left Gartner for a short while to be a vendor. It didn’t work out for me, but I often refer to it as my “period of deep vendor research”. Why it didn’t work is only marginally interesting. More interesting to me is what I learned about being a vendor. I had been […]

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Time for A Vendor/Analyst Bill of Rights?

by Scott Nelson  |  July 29, 2011

As a manager of analysts, I get involved in a lot of issues between vendors and team members. Most are some variant of one side feeling that the other is not treating them right. And to be honest, the tech advisory business has a history of being adversarial. While that has changed to some degree, […]

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Lies, D#$& Lies, and Press Releases

by Scott Nelson  |  July 28, 2011

Everyday my inbox is filled with PR firms sending me press releases. They normally have the same format, which goes as follows; “Company X, the leading vendor of Y, is pleased to announce that they are now a preferred partner of Company Z. The combined product offering will make them the leading solution in the […]

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The Pesky “M” in “CRM”

by Scott Nelson  |  July 27, 2011

I have been a practitioner in the ranks of CRM for a long time, in fact, since before it had that name. 16 years at Gartner. 8 as an end user before that. And in that whole time, the “M” in CRM, “management”, has always bothered me. I never liked that word. I don’t believe […]

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