Dovetail Software : May 2008

Corporate Blog

May 2008 - Posts

CRM Sales Up, Customer Satisfaction Up but There's Still Work to be Done

Good news (sort of) this week for customer service and support. The American Customer Satisfaction Index (ACSI) issued a release that touted "Customer Satisfaction Halts Slide, Glimmer of Hope for the Economy?" (download PDF). For the first time in a year, the index rose by .04%, with high end hotels out-performing their budget competitors and satellite company customers reporting happier experiences than those who get their ESPN fix from cable companies.

Still, according to ACSI, all is not rosy...
read more
Permalink: Thursday, May 29, 2008 6:49 PM
Posted by Dovetail Software | 0 Comments
Filed under CRM, customer satisfaction, customer service & support
Dovetail Links 2008-05-28

When Software and Politics Mix, Quality Suffers....Amdocs Teams with IBM and Cisco....Why Good Architecture is Important Even in a Web 2.0 World....Change Management in the Real World Using BPM....Why do You Need a Stated "Service Versioning" Policy
read more
Permalink: Wednesday, May 28, 2008 4:18 PM
Posted by Dovetail Software | 0 Comments
Filed under architecture, BPM, change management, Governance, software development, Web 2.0
Is a Dell Customer Revolution Coming?

In response to starving French peasants crying out for bread, Marie Antoinette never actually said, "Let them eat cake." That famous line was probably uttered by Maria Theresa of Spain and she was actually speaking up for the poor and demanding enforcement of an existing law that forced bakers who run out of bread to sell their fancier pastries at the same prices. Still the fact that so many believe that the queen who lost her head in the French Revolution was capable of such cruel sentiments, says volumes about her reputation.

Likewise, Michael Dell, when told about the hordes of angry customers upset with his company's level of service probably never said, "Let them call India." But if a meme rose up online claiming that he did, many would believe it. So there is concern that some of the forces that sparked the bloody French Revolution may cause customers to storm the gates of Austin's neighbor to the north.
read more
Permalink: Friday, May 23, 2008 5:42 PM
Posted by Dovetail Software | 0 Comments
Filed under customer service & support, Dell
Dovetail Links 2008-05-21

Amdocs and IBM Team to Offer Open, Standards-Based Service....What Does it Really Cost to Acquire or Lose a Customer?....Enterprise Library 4.0 Released....Breakthroughs in Analytics, Part 1
read more
Permalink: Wednesday, May 21, 2008 3:48 PM
Posted by Dovetail Software | 0 Comments
Filed under analytics, customer service & support, IBM, soa, WOA
Treat Customers Right or Stock up on Rubber Gloves

There is one industry that is immune from the economic consequences of bad service and that's the airline industry. Airline passengers need to fly and they put up with lousy service -- service that gets worse with every rise in oil prices -- because they have no other alternative. But airline passengers are revolting in revolting ways and you don't need a customer satisfaction index or a CRM system to see this trend. Just reach your hand into an airline seat-back pocket and you'll find evidence -- disgusting evidence -- of how passengers feel about the declining service they receive from pretty much every carrier.
read more
Permalink: Friday, May 16, 2008 11:27 AM
Posted by Dovetail Software | 0 Comments
Filed under customer service & support
Dovetail Links 2008-05-15

Ten Ways to Implement CRM on a Tight Budget....The Four Classical Elements Of The Digital World: Process, Service, Event, and Information....The Pain or Gain from IT Depends on the Match Between Culture and Strategy....The Secret to Creating "Pretty" Code....BPM Series: BPM Bus is Still Boarding Passengers! - Part 2
read more
Permalink: Thursday, May 15, 2008 8:00 PM
Posted by Dovetail Software | 0 Comments
Filed under BPM, CRM, IT alignment, programming
Dovetail Links 2008-05-07

The Value of Beautiful Code....Customer Loyalty: Confessions of a (Former) IT Scoundrel....BI: Transforming Data Into Usable Information....CRM Is All About Teamwork....Customer Communication: Meet Them on Their Own Turf
read more
Permalink: Wednesday, May 07, 2008 11:22 AM
Posted by Dovetail Software | 0 Comments
Filed under BI, CRM, customer service, programming

Dovetail Software Blogs

The Voice of Customer Service and Support in CRM

Favorite Posts

Archives

Syndication

Blog Roll

May 2008 - Posts