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Complimentary Webinar Reminder, Wednesday, Jan. 13, 2010, 11:30AM EST

Complimentary Webinar Delivering Cost Effective Clarify Access Beyond the Support Center Dear Friends, Putting Clarify CRM™ in the hands of employees outside of the support center in a cost effective way has traditionally had its challenges: high software license costs, solution and architecture complexity, and difficulty in keeping pace with new technologies to name a few. Most companies have chosen to avoid the matter all together. Over the past 14 years, more than 100 Clarify customers have come to Dovetail for help in leveraging their Clarify...
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Permalink: Tuesday, January 12, 2010 5:33 PM
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Filed under Dovetail, webinar
Complimentary Webinar Delivering Cost Effective Clarify Access Beyond the Support Center

Complimentary Webinar Delivering Cost Effective Clarify Access Beyond the Support Center Dear Friends, Putting Clarify CRM™ in the hands of employees outside of the support center in a cost effective way has traditionally had its challenges: high software license costs, solution and architecture complexity, and difficulty in keeping pace with new technologies to name a few. Most companies have chosen to avoid the matter all together. Over the past 14 years, more than 100 Clarify customers have come to Dovetail for help in leveraging their Clarify...
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Permalink: Friday, December 11, 2009 12:03 PM
Posted by Dovetail Software | 0 Comments
Filed under Clarify Classic Client, Dovetail, education, webinar
Join Dovetail for Happy Hour

Drinks and appetizers are on us! Dovetail's Gary Sherman is hosting a get-together for Dovetail and Clarify friends in the Boston area. Join him at 5:30pm on December 16 at John Harvard's Brewpub in Framingham , MA. We will be welcoming customers, partners and friends for a informal evening, talking Dovetail and Clarify, technology, and meeting like-minded people, all while sharing a few pints. RSVP here Check out Gary's blog for more information on Dovetail and future events.
Permalink: Wednesday, December 09, 2009 4:22 PM
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Filed under Amdocs Clarify, Amdocs Clarify CRM, Amdocs/Clarify, blog, customer service, Customer Service and Support, customer service software, Dovetail, dovetail agent, Dovetail blogs, Dovetail CRM
Industry Insight: Social media

The impact of social media on business has far reaching effects and in all directions. Consumers around the globe share their opinions about products with anyone, anywhere. The popular digital playground Twitter recognized the impact of digital media on the marketplace so much that they now offer a vehicle for companies to see what consumers say about their products. This trend is not going to recede, but broaden and expand. How does the influence of social media guide and direct the customer service and support industry? Are there ways to mitigate...
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Permalink: Thursday, November 05, 2009 4:46 PM
Posted by gsherman | 0 Comments
Filed under social media, twitter
Free Your Customers from the Labyrinth of Customer Service with Social Media, Part II

Yesterday, we pondered if it's time for companies to invest in a social media strategy. Now thanks to the Internet and sites like YouTube, more and more customers are making vengeance theirs with just a click. No more lines. No more phone trees. No more complaining to only 20 people about lousy customer service. In an instant customers can broadcast their complaints to 100's or even 1000's of people and there's very little that companies can throw in their way to keep them from taking a digital hammer to their corporate reputations. Basically, customers have figured out how avoid the Labyrinth of customer service by using the Internet to go around you instead of to you to complain.

So if customers can now complain so instantly and so publicly, you would think corporations would be ramping up their customer service and support to instantly answer every tweet, blog post and online video, right? Well, the customer centric companies are working hard to adapt to new consumer channels. But the customer antagonistic companies, not so much.
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Permalink: Friday, October 02, 2009 1:59 PM
Posted by Dovetail Software | 0 Comments
Filed under CRM, SCRM, social CRM, social media strategy
Dovetail Links 2009-10-01

Seven Ways Companies Go Wrong with SOA....Are You Customer Centric or Just Pretending?...Customer Service Week 2009....Customer Service Week: What Makes Great Service?...Plan Now For Customer Service Week....
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Permalink: Thursday, October 01, 2009 4:12 PM
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Filed under customer centricity, National Customer Service Week, NCSW
Free Your Customers from the Labyrinth of Customer Service with Social Media, Part I

Before the Internet and YouTube existed, angry customers had to be angry enough to keep fighting to have their problem fixed, despite all the obstacles in their way. If traffic on the way to the payment center didn't cool an aggrieved customer, then the waiting in line did. Then there was the hassle of calling customer service and figuring out the Labyrinth of phone trees only to face a Minotaur of a customer service rep at the end.

All of these obstacles, it seems, were created so only the truly angry could get satisfaction. If you're weren't devoted and passionate enough to the point of gnashing your teeth and rending your garments, then phone trees worked like an anger management technique -- if forced the customer to count to ten (more like ten thousand) and calm down.
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Permalink: Thursday, October 01, 2009 1:52 PM
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Filed under customer service & support, SCRM, social CRM, youtube
Dovetail Links 2009-09-29

Driving Response Through Customer Care....Do You Really Know Your Customers?...Marketing Automation: Unique Kid on the CRM Block....Customer Centricity: Let Your Customers Lead You....Why CEOs Must Tie CIO Pay To Customers And Growth....
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Permalink: Tuesday, September 29, 2009 3:38 PM
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Filed under CRM, customer centricity, customer experience, IT alignment, marketing automation
Participate in a Social CRM Survey, Registration Ending Soon

If you work in Customer Experience Management (CEM) and you are a director or above, then Esteban Kolsky, a former Gartner analyst and founder and principal of ThinkJar, would be interested in having you participate in a short survey on Customer Experience in a Social World. If you're willing to answer 18 questions, then you'll get a free copy of the report in December -- and have the opportunity to help create best practices for other CEM pros as they prepare their organizations for social media's newest channels.

But be advised, you only have 3 days to register, as John Ragsdale was kind enough to point out here that registration closes on October 1. Mr. Ragsdale comments further on the need for such a survey...
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Permalink: Tuesday, September 29, 2009 11:16 AM
Posted by Dovetail Software | 0 Comments
Filed under CEM, customer experience management, SCRM, social CRM, survey
Dovetail Links 2009-09-25

Why Customer Service Needs To Be More Than Mere Lip Service....CRM Contracts, Negotiations, and the Hidden "Gotchas"....What Social CRM Means for the IT Department....You Say IT, Forrester Says BT: What's the Difference?...Join the Survey Panel: Customer Experience in a Social World....
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Permalink: Friday, September 25, 2009 12:27 PM
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Filed under BT, business technology, customer service & support, IT alignment, SCRM, social CRM

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