Dovetail Software Blogs

"To fix this dysfunctional situation and to achieve high performance, companies have to sharpen their focus on improving the customer experience. Consider the situation in the global electronics and communications businesses, both equipment and services. Last year around the world an astonishing 30% of companies switched vendors due to poor customer service, costing the companies they ditched, on average, $15 million each in lost business."

"So if government agencies are starting to grow more comfortable with deploying CRM to gain a more comprehensive view of the customer, then why haven't they all caught on? There are several reasons: legal, operational, and cultural. There is a reluctance to refer to the citizen as a customer, and that mindset has to go away."

"If the answer is "no," expect customer retention issues. For those of you with children, you can probably see similarities between children and customers."

"When it comes to online retail, many customers seem to be echoing the Rolling Stones’ tune, '(I Can’t Get No) Satisfaction.' A new survey found that customer satisfaction with the Top 100 online retailers declined 2.7 percent from last year. This year’s rating fell to 73 based on a 100-point scale. In 2007, customer satisfaction scored 74 on the same scale. What caused the decline?"

"Have retailers, desperate for survival, abandoned their commitment to the customer experience?"