Gartner Blog Network

Posts from Date:   2010-6

Social CRM as a smoke screen for bad customer service.

by Michael Maoz  |  June 24, 2010

Yesterday I was on the call with my communication services provider. The people that, when dinosaurs ruled the earth (several large software companies come to mind – I know some cynics were thinking that), were called the phone company. They have my internet, broadband and home (IP-based) phone. I had a simple but annoying question: […]

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With CRM Buried, “Customer Centricity” may have no Center.

by Michael Maoz  |  June 22, 2010

Here is what I mean: CRM became inextricably linked to the complexity of Siebel System deployments. That disappointment is like Dark Matter coursing through the thoughts of business unit leaders and CIOs alike.  CRM, like the real estate market of 2000-2007 was a vibrant topic. Now everyone prefers to talk about Kindle and iPads and […]

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Twitter and facebook efforts are mostly distractions for Customer Service improvements.

by Michael Maoz  |  June 21, 2010

We are observing many struggles within Customer Service departments as they try to find the real value of Twitter and facebook, along with the best use of a lot of “Social” software. In many cases ‘social’ efforts are interesting but distracting projects. It’s a bit like the dogs in the 2009 Pixar film, “Up” where, in the midst of planning […]

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A splintered Social CRM market baffles the enterprise.

by Michael Maoz  |  June 16, 2010

On a recent visit with a Global 100 client I had to suppress a laugh at the opening of a discussion on social processes. The reason? Three teams came into the room, and they opened with introductions – not of themselves to me, but rather introducing themselves to each other. It turns out it was […]

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The CRM software market’s search for business intelligence.

by Michael Maoz  |  June 15, 2010

What a year! Software companies are on a tear of buying, and the money is flowing like Cristal at Cielo, NYC. Pegasystem bought Chordiant, Attensity grabs Biz360, NICE buys eglue, Consona takes Compiere, Pitney Bowes announces it wants Portrait Software, Twitter moves into analytics buying Smallthought, Adenyo absorbs mobile marketing intelligence software from KinetX, and […]

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Social CRM and the Innovation Failure of the Enterprise Application Vendors.

by Michael Maoz  |  June 10, 2010

OK, I’ve managed to complete another magic quadrant, this one on Field Service. Field Service Optimization is my pet research area. I try not to do too much in it because it is an area of clear value, high ROI, and business transformation. That seems to be enough to lower its profile in any company. […]

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Why there won’t be a U.S. excise tax on transferred calls.

by Michael Maoz  |  June 1, 2010

If the news stories are correct, and new legislation were to wend its way through the legal labyrinth, the US Government would end up with a $0.25 excise tax slapped on every telephone call into a US Call Center that was then transferred to a foreign country.  The idea is to save the jobs of […]

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Social CRM and ROI don’t go together necessarily.

by Michael Maoz  |  June 1, 2010

Many organizations talk about the return on their software investments, but most of them are just jawboning. They have no clue, really. Take the vaunted “software as a service” or SaaS / Cloud model. Most of the Cloud is the cloud of smoke around ROI. At least 90% of large organizations using sales automation in a […]

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