Gartner Blog Network

Posts from Date:   2011-11

Mobile eCommerce is misrepresented heading into Black Friday.

by Michael Maoz  |  November 21, 2011

On Sunday the most influential newspaper on the East Coast of the United States ran an article about Mobile eCommerce. It quoted compelling statistics from the largest computer company in the world. The quote was to the effect that in October 2011, 10% of eCommerce was transacted on mobile devices, and that this would have enormous impact […]

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Social Media initiatives lead business back to CRM.

by Michael Maoz  |  November 17, 2011

Name a three letter business acronym with more negative associations than CRM. Only ERP rivals CRM for the concept of failure, frustration, cost and unfulfilled promise. ERP is the discipline of managing your stuff, while CRM is about managing relationships with customers. Why is there so much rancor about CRM? We have been hearing the […]

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Is the sales force irrelevant to the customer relationship?

by Michael Maoz  |  November 13, 2011

In talking to businesses that sell to consumers (B2C), a theme that recurs often in conversations with customer service leaders, marketing professionals, and Customer Experience managers is the marginal role of the sales force in the customer relationship. The sentiment is not dissimilar in businesses that sell to other businesses (B2B). Sales people, in the minds […]

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Asia Pacific CRM business leaders say Cloud Computing is a bypass to IT’s ‘Department of ‘NO.'”

by Michael Maoz  |  November 9, 2011

I have now run on every continent except Antarctica. Though I am not sure what I am running from, getting to Australia and meeting a couple of hundred business leaders from Asia Pacific made the 24 hours of flights the most worthwhile I could have imagined. The passion of the marketing and customer service and […]

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