Dovetail Software Blogs

"Feel that you're not getting what you'd hoped from your CRM software? You're not alone. IT and business leaders at 260 companies graded their CRM initiatives in a recent survey by Cambridge, Mass.-based Forrester Research Inc. 'Basically it identifies what these companies think are their biggest challenges, the areas where people are struggling,' said William Band, vice president and principal analyst with Forrester and author of the report. 'A lot of people are struggling with a lot of issues.'"

"I have for a long time promoted that you should apply an enterprise Canonical Domain Model (CDM) when composing services into business processes in SOA solutions. There has been a lot of discussions on how the CDM relates to SOA services and their DDD domain objects, and how the BPM process layer relates to the SOA process layer. In the following ontology I have tried to model the relationships between CDM and domain objects, Shy Cohen’s service taxonomy & ontology, and Jean-Jacques Dubray’s SOA+BPM ontology."

"SearchCRM.com recently embarked on our annual search for the best CRM and call center products introduced this year. Our goal is to help you, our reader, choose the products you should include on your "A" list for evaluation."

"Consumers continually demand better service, and yet today's organizations already seem unable to provide consistently satisfying service across every channel. But customers aren't the only ones feeling underserved. Statistics recently released by Forrester Research indicate that one complaint is surprisingly common with North American companies: Their own needs aren't being met by the customer service channels they've built."

"'The CIO role is expanding. We've seen CIOs getting responsibility for logistics and supply chain, or for customer contact centers. If I am going to change the company's cost structure, then as a CIO I have an opportunity to make a big contribution to the enterprise by providing more than just technology services,' Gartner Group Research head and Group Vic President Mark McDonald says."