Gartner Blog Network

Posts from Date:   2010-5

Tossing Facebook and Twitter into the ‘feedback’ junkyard.

by Michael Maoz  |  May 28, 2010

The IT team from one of our clients was asking me to review their feedback management strategy. We have deep research coverage here, led by my colleague, Jim Davies, out of the UK. The team had created a nice graphic where they showed the 21 existing points where they gathered feedback. They now had two […]

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Going overboard with Social CRM.

by Michael Maoz  |  May 27, 2010

The great thing about spending time with clients, inside of their customer support operations, is that it puts me in my place. Over four days I met with companies in the United States from the East Coast to the Mississippi River. They ranged from large mid-sized (US$2 billion) to really, really big: $22 billion).  And […]

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Can you assess the need for Social CRM Software?

by Michael Maoz  |  May 17, 2010

Back in 1999 it was next to impossible to hold a rational conversation about the salesforce automation product from Siebel Systems. If I failed to mention it during a call with a client as a strong shortlist candidate I would be grilled as to my competency. I would sound lame offering my ‘but one size […]

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Social CRM: Does it mean what it says?

by Michael Maoz  |  May 14, 2010

Are you having an easy time or a difficult time with this term, Social CRM? Here is where I am on the topic: The background is that I spend most of my professional life helping organizations with their customer engagement processes. That simply means ‘post-sale’ unless you are a government (and don’t call them the […]

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Social CRM as provocative disruption.

by Michael Maoz  |  May 11, 2010

Count the number of rules engines on the market today. I’ll grace them with an acronym, BRE, for business rules engines. We have a BRE to govern the distribution of calls into a call center, and another to model back office processes. Another governs the customer-facing interactions (capture a lead, make an offer, request a […]

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Social Media: The big blah.

by Michael Maoz  |  May 11, 2010

It seems like everyone has an opinion about everyone’s opinion about social media. If I don’t tweet I am a Luddite. If I am not posting my daily regiment to facebook I am old school. The more friends I have and the more social connections I have, the more will my influence be felt. Oy […]

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You are your own Social CRM System.

by Michael Maoz  |  May 5, 2010

I created a workflow of how customers discover products and services, opine over them, share tips, go about purchasing the product/service, acquire, set up, consume. The interesting part of the exercise was to then lay in behind the customer processes each of the attendent technologies and applications required to support each process. Then I attached […]

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Social CRM and the lost art of the account record.

by Michael Maoz  |  May 4, 2010

It could appear that I do not share the convert’s ardour for Social CRM. As one of the first to publish a paper on community-centric support resolution (2003),  I’d say the truth is more akin to passing from puppy love to a more complex relationship. The challenge that ‘social’ initiatives share is in tying interactions back […]

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Social and CRM, but not much Social CRM.

by Michael Maoz  |  May 3, 2010

The places where customer processes most need the influence of the ‘crowd’ or community are the places where they are utilized least.  Banking and health insurance and government are areas where massive disconnects occur between institution and the end consumer of the services.  So what if you have to ask around about the impact of […]

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