Dovetail Software Blogs

"Whether you call it customer retention, account management, relationship management, or just staying in touch, developing a strategy so that you don't lose the customers or clients you have is vital to the success of any business — especially now."

"In a sign of just how messy and inaccurate the data floating throughout businesses really is, one out of four organizations isn't able to identify its best customers and best-selling products. The statistic, which comes from new research conducted on behalf of address-verification company Experian QAS, underscores a fundamental flaw: Many organizations still neglect to view caring for data as a mission-critical business process. The research also shows that 55 percent of organizations either said they didn't have a data strategy or weren't aware of one."

"Frustrated with automated voice systems that lead to lengthy hold periods, Americans use the time with a customer call center to make a meal, read a newspaper or go to the toilet, according to a new poll. In a survey of 1,000 consumers Jacada, an Atlanta-based company that proposes solutions to improve customer satisfaction, found that even as expectations for customer service rise during a down economy, companies fail to meet them."

"Fliers are grumbling less about the service they receive -- or fail to receive -- from airlines. That may have less to do with any initiatives on the companies' parts than with the simple fact that they have fewer flights, fewer passengers and less baggage to deal with, thanks to the recession. Even though fliers are a bit more forgiving, the airlines' overall customer service grade is still low."

"We hold these truths to be self-evident: that all customers are born free, that they are endowed by the market with innate abilities to relate, to converse and and to transact — on their own terms, and in their own ways. When sellers have labored long and hard to restrict those freedoms, and to ignore and insult the capacities enjoyed naturally by customers — by speaking, for example, of 'capturing,' 'acquiring,' 'retaining,' 'locking in' and otherwise 'owning' customers as if they were slaves  — and when sellers work to inconvenience customers to the exclusive benefit of sellers themselves, for example through 'loyalty programs' that require customers to carry around cards that thicken customers’ wallets without fatting them, it is the right of customers to obsolete the coercive systems to which both sellers and customers have become accustomed."