Gartner Blog Network

Posts from Date:   2010-9

Want excitement? Perform a reference check!!!

by Michael Maoz  |  September 30, 2010

There is a funny and arcane expression whose derivation I have never quite understood, but whose meaning is clear in any language: Don’t buy a cat in a sack! It’s the same in German, ‘Die Katze im Sack kaufen.’  Whererever it comes from, the idea of purchasing software sight unseen is fairly prevalent. Yes: you […]

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CRM processes meet monopolistic software.

by Michael Maoz  |  September 23, 2010

When I went looking at new cars that I might replace my 2001 Toyota RAV4 with, there were plenty of similar choices. Acura or Infiniti or Lexus or BMW were all mechanically about the same, and the rest was lifestyle stuff. On the eco-friendly side, there were also enough alternatives to the ubiquitous Prius. And […]

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The Social CRM Software Market: Consolidation ahead.

by Michael Maoz  |  September 21, 2010

I have a terrific colleague, Ed Thompson, who is working with me on a market guide for Social CRM software vendors. As part of the work, we have created sub-categories inside of marketing, sales (including eCommerce), and customer service. We’ll be releasing this research some time in the next four weeks, and one of the most […]

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Don’t Mind the Social Network Pundits.

by Michael Maoz  |  September 17, 2010

Once, 11 years ago, I had the chance to meet Henry Kissinger and hear him talk about his years as both National Security Advisor and Secretary of State in the United States during the late ’60s and during the ’70s. My generation had fairly harsh criticism of him because of his role during the Vietnam […]

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Killing Customer Service: No Twitter, no facebook, no fun

by Michael Maoz  |  September 15, 2010

Why is customer service in most businesses so poor? Here is a small anecdote to use to view the issue: I was on the phone with a travel professional arranging a complicated trip. I generally do my travel plans myself, but this one had lots of stages and elements. On a leg from JFK – SFO, she […]

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Not so fast: Why are Social CRM Initiatives Stalling?

by Michael Maoz  |  September 14, 2010

Advising clients on how to institute the processes and deploy the technologies to improve customer loyalty can be like Persephone guiding Sisyphus.  It is worth re-reading your Greek mythology for what you’ll learn, or remember, about Sisyphus: he was once responsible for commerce and travel. But because he loved destroying others to boost his business […]

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Social CRM Versus the Old Guard.

by Michael Maoz  |  September 10, 2010

The uptake of Social CRM is not evenly spread, and the reasons for that got me thinking back to a day long ago and in a distant part of the world. I was university age, and had only recently taken a year off from studies that would eventually stretch to a four year break. I […]

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Social CRM: One more thing hijacked by Marketing?

by Michael Maoz  |  September 7, 2010

Tomorrow I’m giving a free webinar called, “Are you Keeping Pace with the Evolving Demands of your Customers?” . The date,  for those of you in other time zones than mine, is: 8 September 2010, at 9am EDT and 12pm EDT.  Here is the link:  I think it is time to talk about where this “Social CRM” […]

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Consultancies are holding back Social CRM.

by Michael Maoz  |  September 3, 2010

What is it about the major external service providers (ESPs) against innovation? I know they do a great job on the massive outsourcing, out-placing, change management, re-platforming, galactic shift stuff. But what about the move to customer engagement through social channels and collaboration? I’m not analyzing them here -I am just observing what I am […]

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Customer Experience: A train wreck more than a market.

by Michael Maoz  |  September 2, 2010

Just as seems to be at the start of a momentous transition from software provider (in a Cloud model), to an Application Platform Provider (in a Cloud model, with some applications), so the “Customer Experience” market – and process, seems to be at the beginning of a massive consolidation and change. I’m already exploring […]

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