Gartner Blog Network

Posts from Date:   2010-7

Just wait until the iPad is absorbed by Customer Service organizations.

by Michael Maoz  |  July 30, 2010

Vacation is when I get to be a pure consumer, albeit with an analyst hat (or shades) on. This is the summer of my iPad. Or the two iPads. The first one got filched by my 13 year old inside of two days. So I got another. Life as a traveller will never be the […]

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Traditional Customer Service Excellence Trumps Social Anything.

by Michael Maoz  |  July 28, 2010

Over the past several weeks I have been trolling around the Customer Service organizations of nine seperate companies, each of which has been focused on CRM for at least ten years. They also have Social CRM projects. In conversations with their customers I’ve asked which is more important to you: ‘participating in the conversations about […]

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Social CRM analysts are kinder to their peers and clients.

by Michael Maoz  |  July 27, 2010

It is fun having a few days of vacation. I’ve finally had a chance to go through the archive that one of our media specialists put together of links where my name is mentioned on the internet / twitter / facebook / et al.¬†Except for once a year I don’t read what non-clients have to […]

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Cloud based CRM Applications are not cost savers.

by Michael Maoz  |  July 25, 2010

The first thought an intelligent reader would have encountering the post title is that this is hyperbole meant to grab attention. Were this only the case.¬† But it is not. I have conducted six client conversations in the past three months with businesses that complain about the high cost of software as a service (SaaS) […]

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The basics of the customer promise are a social pact, not network.

by Michael Maoz  |  July 23, 2010

It doesn’t take Peter Drucker or John Locke or Bodhisattva for that matter to understand that when you sell to a customer you are entering into an implicit relationship. Buyer and seller is an exchange of value, and each side believes they come out of the experience with a value add. In my business, for […]

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Social networking without facebook and surviving.

by Michael Maoz  |  July 21, 2010

This summer I have been doing a lot of social networking. I am at a research planning offsite with 100 of my colleagues this week, for example. Most of the real ideas and resolutions are happening during breaks. Folks make tea or synch email or pop into the open air, and as one person recognizes […]

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Social Software? Ask your cable provider the connection to CRM.

by Michael Maoz  |  July 15, 2010

Twitter and facebook and social media monitoring are having just about zero effect in improving customer service in the cable business. In fact, one might argue that every moment spent on these efforts is a setback for the customer. Observing cable provider customers and listening to their stories, it would seem more prosaic projects would […]

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