Gartner Blog Network

Posts from Date:   2008-9

Social Networking accelerates, but knowledge of the basics doesn’t.

by Michael Maoz  |  September 29, 2008

As the family IT director, I have a point of view on social networking that goes beyond the four walls of the corporation, but has implications for the enterprise. I have three very internet savvy daughters – digital natives as they are referred to in the press. What do they do on the internet and […]

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SaaS for CRM Interesting and Poorly Understood by IT.

by Michael Maoz  |  September 25, 2008

Visiting clients this week, it became clear very quickly that the heads of IT and large IT projects in the area of customer care and contact center have serious doubts as to the cost effectiveness of on-demand (or software as a service / SaaS) and the ability to keep SaaS applications in synch with complex […]

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Bad process trumps great analytics in shaping customer experience

by Michael Maoz  |  September 18, 2008

I am visiting several clients in Toronto next week, and I’d planned on flying upĀ using a non-refundable ticket booked two months ago. I have high standing in the airline’s loyalty program, and when I had to delay my return to the US by two hours on my return, I expected smooth sailing. I checked seating […]

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I’m Back

by Jim Carolan  |  September 16, 2008

I am back in the office, virtual though it is, after last week’s CRM Summit in Washington, DC. It is always inspiring to be around over 600 professionals whose jobs day-to-day are to improve the experience that customers have with an organization. During the presentations I gave on “Social Networking as a Disrupter to Customer […]

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