Dovetail Software Blogs: Dovetail Training
“Every
company’s workforce changes incrementally as the current “next”
generation comes aboard. We examined yesterday how IT may evolve in its
development policies as a result of its younger inductees. At Dovetail
Software we pay attention not just to who we hire but how we recruit.”
Consumer Surveys: Are They Asking To Become Ineffective?
“Companies
are increasingly turning to surveying as a means of capturing the
coveted voice of the customer. But customer feedback collected through
surveys may soon become a victim of its own popularity, according to a
report from Jupiter Research. In the end, thanks primarily to a
plethora of surveys and a self-selecting survey audience, the
usefulness of customer survey data will fade.”
Customer Data Quality: A Sales and Marketing Leadership Issue
“Sales
and marketing leaders should understand that data quality is a business
issue, and getting it right can be a huge competitive differentiator.
Unfortunately for laggards, the study findings indicate the
Best-in-Class status is a moving target.
“Within the next
two years, nine out of 10 of the Best-in-Class are planning on
implementing enterprise data management solutions and 74 percent are
planning on implementing formal master data management programs. With
the adoption of increasingly sophisticated customer data quality
solutions, it is critical to invest in the basics.”
The Benefits of a Proactive Approach to Change Management
“Change
management requires the cooperation and coordination of systems,
people, and information throughout the change life cycle. However, many
businesses are ill-prepared to cope with the challenges presented by
change.”
Knowledge Management in Social Work
“Existing
KM studies, particularly in the commercial or industrial sectors,
mainly focus on the reductionistic “knowledge-as-object” view, while
other perspectives such as “knowledge-as-process” are less discussed.
This paper argues that these mainstream conceptions of knowledge do not fully fit with that of social work knowledge, and that a spectrum
view may be more useful for future practice and inquiry in the area.”
Knowledge Management Made Easy
“A
recent Jupiter Research/Ipsos executive survey indicates that most
companies are not monitoring self-service resolution failure. Only 21
percent of executives at companies with more than $50 million in annual
revenue and with self-service deployed monitor their offerings for
failure. In these cases some of the major benefits (i.e., cost savings
and improvements in overall agent efficiency) associated with deploying
a knowledge base won’t matter if customers are left frustrated after an
issue is unresolved. You may think the easy answer is for businesses to
monitor the effectiveness of their Web self-service, but that is only
part of the solution. To mitigate this problem businesses need to
ensure their KM initiative is established through best practices.”
