Gartner Blog Network

Posts from Date:   2013-1

The CIO, navigating Social strategies with a map of Jargonia

by Michael Maoz  |  January 22, 2013

If you have not gone through the new 2013 Edelman Trust Barometer deck from Edelman Insights, check out their site: This global survey highlights some ideas that you know from your gut, but cringe when you read them. For example, that less than 20% of people believe that business leaders make ethical business decisions. […]

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The atrophy of CRM applications in complex customer service environments.

by Michael Maoz  |  January 17, 2013

Whenever I am in a large European Call Center, or Contact Center, peering at the screens that the poor denizens or these neglected warrens face every day, I expect to look down at my wrist and see my grandfather’s 1965 Bulova Accutron Spaceview wristwatch. Now THAT was a cool watch. Quartz crystal!! And, yes, it […]

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Social Media fails CRM efforts amidst a confederacy of dunces.

by Michael Maoz  |  January 8, 2013

My “Triple Play” communications provider was the first to invest significant time, thought, and resources into Social Media. It built social listening, actively monitors and responds to Tweets and Facebook posts, and analyzes all of the social interactions of its customers.  Why then, one might ask, do they fail so miserably at basic customer processes? […]

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Social for CRM: the preposition proposition.

by Michael Maoz  |  January 3, 2013

In his 1994 album, Wildflowers, Tom Petty wrote a song, Time to move on, and the entrance goes like this: It’s time to move on, time to get going What lies ahead, I have no way of knowing But under my feet, baby, grass is growing It’s time to move on, it’s time to get […]

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