Dovetail Software Blogs

Customer vs. Company, With Call Centers in the Middle

"Thanks to the Internet many customers have turned back the swords of CRM through product, service and price research. They return fire with devastating feedback, spread worldwide at the speed of light. These ticked off buyers have opened chinks in the armor by publicizing how to get around the IVR/DTMF and speech rec gatekeepers."

How to Know Customers' Needs Before They Do

"...a relatively new practice, known as 'master data management' (MDM), is on the rise to help meet the challenge of developing the data analytics required to better manage service sales as well as other business processes. MDM provides the capability to mine existing data sources, and then aggregate and cleanse those data sources to produce a single data warehouse, which then yields the quality data analytics that drive service sales initiatives."

First Steps To and Beyond Operational Business Intelligence

"Operational business intelligence (BI) has a focus on day-to-day operations and so requires low-latency or real-time data to be integrated with historical data. It also requires BI systems that are integrated with operational business processes. However, while operational BI might be part and parcel of operational processes and systems, the focus is still on changing how people make decisions in an operational context. To compete on decisions, however, you must recognize that your customers react to the choices made by you, your staff and your systems, and that you must manage all the decisions you (or your systems) make – even the very small ones."

Hidden Business Rule Example

"A business process is not just a sequence of steps.  A business process is a series of decisions and actions.  Some decisions are obvious and can be actively managed.  Some decisions are hidden, and until you discover them, you can’t manage or improve them.  Here is a real-world example of the discovery of a hidden enterprise decision."

The Four Processes of SOA Governance

"As I’ve said in this blog, SOA governance is the combination of people, policies, and processes that an organization uses to achieve the desired behavior associated with SOA adoption. This post, not surprisingly, will focus on the process component. Previously, I had a post explaining that governance does not imply command and control. Those two words only bring to mind one of the four processes: enforcement. There are three additional processes that your governance effort must also implement. The four processes are..."