Dovetail Software Blog: CRM, CEM, Customer Support and Democratic Software
“At Dovetail, we like to make democratic software, with functions that the ordinary customer-facing agent can use for greater freedom of execution, albeit often with a little (fairly simple) help from IT. We think in terms of the voluntaristic nature of people: most people want to help others, to an extent, and most support personnel are trying to save the day for their users and customers. We’re the same way ourselves; this is why our product support is so acclaimed, because our engineers are so deeply into helping our users.”
AMDOCS: Amdocs Launches Industry’s First Software Suite Designed to Help Service Providers Achieve and Profit from Convergence
“Amdocs (NYSE: DOX), the leading provider of software and services to
enable integrated customer management and the intentional customer experienceTM, today launched Amdocs 7, the first industry-specific software suite that allows service providers to offer their customers the benefits of access to any service, over any network, at any time and on any device, which is made possible by the move to next-generation networks and the convergence of voice, video, data, content and entertainment. Results of a survey commissioned by Amdocs and also announced today, indicate that providers expect big revenue jumps from such convergent services and plan to boost spending to deliver a superior customer experience.”
CRM Buyer: Taking a Small SaaS Firm Into the Global Arena
“The Software as a Service (SaaS) industry. A wedding. Crookston, Minn
While this list may seem completely unrelated, all three items have played an instrumental role in the growth of one Fargo, N.D., company. In 1999, Brian Gramer founded Vtrenz with the idea of creating marketing automation and marketing solutions for clients. He was interested in the budding SaaS industry, which involves an on-demand product delivered through the Internet.”
Internet: Things You Need To Know When Switching A CRM
“CRM database migration is never an easy undertaking for any company, no matter what its size. Naturally it is always best if you thoroughly evaluate and choose the right application for you first. Then moving to new a customer relationship management application becomes unnecessary. But unforeseen things can happen and making the switch can become something that simply cannot be avoided.”
Loosely Coupled Thinking: This just in: SOA is like a fungus
“Prescribing a ‘one size fits all’ approach to ROI is just as wrong as trying to prescribe a single model of SOA for everyone. Every organization is unique with different needs and business drivers. What works for one organization may not necessarily work for another (be it SOA or ROI metrics). Keep that in mind the next time you read about the ROI of SOA or identifying what is or isn’t SOA.”
CRM Lowdown: End-To-End CRM Anyone?
“Will 2007 be the year? Is it finally time for CRM to emerge from the shadows and claim the crown that rightfully belongs to it? I know I’m being a bit too dramatic but since the time I began writing on CRM I’ve seen the flip-flops that occur in this industry.”
InfoWorld: Selling SOA
“CEOs can’t help but be a bit gun shy when we parade yet another “revolution in computing,” this time SOA, and have our hands out seeking funding, commitment, and acceptance of risk. If you’re even the least bit empathetic, you’ll understand why they are becoming more skeptical.
So, now that it’s time again to do some things different, you’ll find that the selling is a bit harder than it was in the past, and Sandy has a few good suggestions [...]”
LiteBytes from Lustratus Research: Viral SOA - or getting SOA in the door
“Lots of companies have spotted something they like in SOA, but the next problem is, how to get approval for SOA investment. This is a real problem – SOA has many different appeals, but apart from the reasonably concrete promise of cost reduction through code reuse and removal of rednundancy, most are somewhat intangible.”
