Gartner Blog Network

Posts from Date:   2012-1

Social CRM for Customer Support – Peer Power.

by Michael Maoz  |  January 31, 2012

Peer-to-peer support communities where customers solve their own support issues have been around for over 20 years, but it has only been recently that Cloud-based packaged business applications have been available, scalable, and feature rich. After a year of diving into four separate support communities made up of contributors from around the world, we’re more […]

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Technology vendors shortchange the CIO’s CRM Strategy

by Michael Maoz  |  January 24, 2012

One of the many pleasures of the role of driver in a carpool that transports high school students to-and-from school is the glaring clarity of their insight. Today’s gang-of-four conversation started with: a) “I know, right? Who needs all of that @#%$ from Facebook. They’re only doing it to make money.” b) “Yeah, they’re like […]

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Will Analytics move to the fore in Social CRM in 2012?

by Michael Maoz  |  January 20, 2012

During a briefing last Friday afternoon a software provider in the Social CRM space (is anyone NOT in the “Social” space?) put up a slide about their ‘social analytics’ capability. It said: “There are known knowns; there are things we know we know. We also know there are known unknowns; that is to say we […]

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What Isaiah Berlin would tell you, as CIO, about Information and CRM.

by Michael Maoz  |  January 18, 2012

The 18 presentations that need to be brought to editing for our upcoming conference, Gartner Customer 360 Summit ( are now safely behind me, as are the case studies. More immediately ahead is today’s Gartner Webcast ( ) that looks at “Using Insight to Create Customer Centricity.” If you have time at noon EST, listen in. […]

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The Social Customer and Enterprise matter less than an Intent Driven Enterprise.

by Michael Maoz  |  January 10, 2012

Two weeks away from work. That is an anachronism that made me think of my parents. In their prime they worked a combined 100-110 hours a week, and that did not include commuting. When they did arrive home, work was gone. Work was just that – it was hard, and there may have been nobility in […]

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