Gartner Blog Network

Posts from Date:   2010-3

Social CRM is more like marriage than dating.

by Michael Maoz  |  March 31, 2010

The really big hits in Social CRM are well publicized, though they are the exceptions. Most cases out there aren’t really social and they are not CRM. Kind of like the way the Holy Roman Empire wasn’t holy, wasn’t roman, and wasn’t an empire.  A few companies have tied together the plumbing that they have […]

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Customer Self Service: Better than a mugging.

by Michael Maoz  |  March 30, 2010

OK, it’s out there – my position on most forms of self service is that they are gruesome, unpleasant events and by definition heartless and emotionless. I know: you’re thinking, the guy doesn’t post for two months and this is his comeback opener? First – I have been caught up in the CRM Customer Service […]

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