Gartner Blog Network

Posts from Date:   2010-12

Why Collective Intelligence will energize your CRM processes.

by Michael Maoz  |  December 19, 2010

Thomas W. Malone is the director of the MIT Center for Collective Intelligence, and he and his researchers have been doing some tremendous research that points to the tremendous potential of Social CRM.  In newly published research, the research points out that the intelligence of a group of individuals can exceed the intelligence of the individual members […]

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How to Destroy Customer Loyalty in One Simple Step

by Michael Maoz  |  December 17, 2010

Even the TSA can’t protect a consumer from burned-out customer service agents in the airline business. I just got off of the telephone with an agent who called me ‘hostile’ from her perch in a Texas call center. When I asked for the supervisor and waited for five minutes, she answered in an annoyed voice, […]

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Why are we so limited in our ability to understand the customer?

by Michael Maoz  |  December 15, 2010

In my area of customer service, CRM experts have a lock on understanding the customer, and the service representative, after the fact. But in real time, we have a problem. And we have a real problem because it is when it matters the most. Part of the issue is understanding the customer’s intentions in calling. […]

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CRM Capabilities: Why we lay off of the hard stuff.

by Michael Maoz  |  December 14, 2010

I was at Dreamforce last week, along with 33,000 of my best friends forever.  I’ve never seen that much energy at a conference or technology fair in my life, and that includes CeBIT (, if you’ve never been)  and drupa (,oid,11265/lang,2/ticket,g_u_e_s_t/~/print_media_messe_-_drupa.html).  The hot air could have heated half of San Francisco. But it was […]

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