Dovetail Software Blogs: The Network Talks Back
"As we noted yesterday companies can open up an authentic and
satisfying dialog with their customers using human interaction, but
also many times using good old-fashioned machines (ATMs,
self-help/checkout kiosks, and such). It’s not always human interaction
that customers want."
Toward a Great Customer Experience
"Too many companies still design CRM strategies to fit the limitations
of their technologies or internal processes. This is a classic mistake.
It's imperative that you have the
qualitative and quantitative customer
insight to drive your whole organization to serve the customer. CRM
isn't just a technology -- it's a business philosophy."
Ethics of Outsourcing Customer Service
"What too many businesses either fail to see or refuse to take
seriously, however, is that companies that value short-term profit at
the expense of meaningful customer service risk sacrificing long-term
profits and the company's own reputation. Beware: It's harder to repair
a poor image than it is to maintain a good one in the first place."
Developing a Smarter Sales Organization
"In a recent follow-up to that earlier study, new Aberdeen research
reveals that lead quantity is not the primary issue for either sales
manager or sales representatives. In fact, increasing the quantity of
leads is rated among the lowest strategic priorities of the surveyed
organizations.
"The research reveals that organizations are developing knowledge-based
cultures through the combination of process and information enablers.
Historically, these two different types of enablers have been
considered mutually exclusive; however, the research also suggests that
there is currently a convergence of the two underway."
Publishing possibilities now and beyond: Don't just witness the network. Be part of it"In the networked world community – not OUR content – is king.
The network creates, responds, controls… creates value.
There are new rules:
1. Serve the community first
2. Niche global NOT mass.
3. Two-way flows – NOT broadcast"
PCI experts say deadline is just the beginning"Other firms, emboldened by the fact the peers like TJX Companies have been able to experience major data exposure events without any apparent impact on their core business, have begun pushing back on their IT departments and asking why they need to sink so much time and money into the process
of meeting the regulation at all, the expert said.
While TJX has reported that it will pay well over $100 million in remediation expenses related to its incident, in-store sales
at the retail chain have actually increased since it announced its breach in Jan. 2007."
A Classic Introduction to SOA
"As you can see, we have been able to ask some useful questions, which
are helping us understand the nature of the service without descending
into technological discussions or becoming distracted by implementation
details. Keeping the discussion at a business level enables us to
understand the true business value and intent of the service and allows
us to investigate any business complexity independent of technical
issues. In fact, a true service-oriented architecture should only have
services with a direct counterpart in the business; otherwise they
cannot possibly be modeling a business process."
