Dovetail Software Blog: Tales of the Forgotten Space: Customer Support has Value
“Support is the forgotten space, and you will hear us call it this time and again, for good reason. We do find the notion of retaining precious customers arising sometimes in enterprise strategy retreats (though often in the shadow of more drives to acquire new ones), and in the same way we also find that when Support delivers its miracles, the rest of the company sometimes takes notice.”
Sales Technology: CRM —Turning Customers Into Clients
“CustomerThink Corporation’s Bob Thompson: ‘Said another way, you 
can succeed with CRM by being SMART: Define a customer-centric Strategy; use appropriate Metrics ; ensure your organization is Aligned with your objectives; Redesign work processes as needed; and use appropriate Technology tools as enablers. But it all starts by putting your customers first and creating a better relationship with them than your competitors offer.’”
InfoWorld: A thriving SOA in 5 steps
“SOA has been in existence long enough now that the lessons learned are both solid and bountiful. ‘An SOA has so many moving parts, it’s often difficult to step back and isolate the guiding principles that can keep an initiative heading toward success,’ David Linthicum writes in Five surefire ways to make your SOA a success. The beginning: understand the pain.”
ITtoolbox Wiki: HOWTO:Upgrading fcSDK
“fcSDK is the underlying set of API’s used by the FirstChoice/Dovetail Thin Client for Clarify. When a new release of fcSDK comes out, there is no ‘upgrade’ path to replace the fcSDK. The installer offers only Modify, Repair, and Remove – and neither Modify nor Repair will do the upgrade. This article describes how to upgrade the fcSDK.”
CRM Buyer: SAP Upgrades Mid Market Application
“The CRM capabilities optimized for midsize companies include account and contact management, activity management, lead management, campaign management, opportunity management and service ticket management.”
ITtoolbox Wiki: Topic:ACT! Record Manager field
“ACT! Record Manager is a field that can be added onto one’s current ACT software program. The ACT! Record Manager field can be useful in CRM for managing a contact database. This field allows additional capabilities including:
- Sorting records by the record manager field.
- Deleting records that only belong in certain staff databases.
- Etc.”
