Gartner Blog Network

Posts from Date:   2008-10

CRM product managers, like service agents, abandon ship.

by Michael Maoz  |  October 30, 2008

The senior CRM product managers at some of the prominent software houses have abandoned their positions for ‘other opportunities’ in the past nine months. Why is 2008 such a grueling time to be a product manager at a software company working on CRM-related applications? Or to be a professional proposing CRM products and processes at […]

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Large Vendor CRM Solutions Seem to be Disappointing Business

by Michael Maoz  |  October 29, 2008

Coming back today from the Nuance “Conversations” conference that was held in Orlando, I had time to absorb what the attendees had been saying. They talked about improving customer processes over the course of the two days – during Q&A, at Universal Studios, in the karaoke bar, after breakout sessions. They are a committed bunch, […]

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A Business Leader in Synch with IT: a Brave New World in CRM.

by Michael Maoz  |  October 24, 2008

CRM is the Rodney Dangerfield of business processes. For anyone denied exposure to this master of the funny phrase he was an American stand up comic during the 1960’s and ’70’s. He felt that all of the other comedians were younger and better looking, but not better. He accepted the underdog position, and in one […]

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Oh what a tangled web we weave

by Michael Maoz  |  October 22, 2008

The web that I am interested in is the corporate website. I’m with Sir Walter Scott on this one (if you have trouble sleeping, read his work, Marmion, at least the first six Cantos). I have spent many hours the past few days analyzing websites of all sorts. Gartner has written extensively on the topic […]

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Fools rush in, or, who will keep your social networking processes sorted?

by Michael Maoz  |  October 21, 2008

We’re going to have to be careful with our social networking experiments that are customer facing. Resist the temptation to go unleashing the dogs of war. If you remember the Frederick Forsyth novel by that name, these were mercenary soldiers paid to overthrow an unsavory government. I may sound harsh here, but some of the groups […]

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Monday morning quarterbacking: fumbles expected in social networking.

by Michael Maoz  |  October 20, 2008

 There is a potent convergence of social software, monitoring systems, and metrics-based performance that will change the way many workers experience work. How so? Social software lets us Tweet, post, chat, author, opine, diss, collaborate, find or poke, both in business and non-business realms. We should be better informed, and have quicker access to a […]

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On Eye Candy and Business Value.

by Michael Maoz  |  October 16, 2008

I just met with a software vendor who has a terrific idea, and product, that allows better delivery of content and services to mobile devices. They have a nice set of tools to allow businesses such as banks or retailers to deliver voice, voice response, visual images and applications to any device. A consumer (or sales person […]

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Your CRM Apps Strategy: Have you decided not to decide?

by Michael Maoz  |  October 15, 2008

As regards CRM projects, I have had three types of responses from clients to the financial meltdown/panic. They are as interesting for what they say about the types of decision makers as they are for what they say about the decisions they are making. What do I mean? Well, CFOs, CIOs and comptrollers seem to be leaning […]

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Communicating with the new eCustomer: Critical, but where to start?

by Michael Maoz  |  October 9, 2008

I don’t hear much disagreement about the need to communicate more with the customer. But there is far less consensus around the question of WHO within the organization should be in charge of making this happen in a well planned and executed fashion. Instead I am seeing multiple departments each spearheading their own initiatives. Each describes […]

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Where are all of the great applications for Customer Service?

by Michael Maoz  |  October 8, 2008

So many of the calls that I receive that start something along the lines of, “What are the top five applications I should be considering for my customer service contact center?” That is a little like asking for the price of the average house in London – it depends where. For CRM applications the answer is […]

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