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Redux: Re-visiting Posts from the Past

Just in case you missed these great posts the first time....

Steven "Doc" List on Expertise....Mike Bailey on How do We Incorporate Growth and Change?....Stephen Lynn on Dovetail Providing Clarify Help - Is it a Risk?....Gary Sherman on Neal Ford on Car Rental Counters, Enterprise IT, and Self-inflicted Complexity....
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Permalink: Friday, February 22, 2008 2:38 PM
Posted by Dovetail Software | 0 Comments
Filed under CRM, Amdocs Clarify, legacy upgrade, enterprise IT, tips
Dovetail Email Agent 1.4 For Clarify

On October 15th Dovetail Software shipped the latest version of its email processing engine designed to access the Amdocs Clarify database. This version reflects a name change as well: what was long known in the Clarify community as SuperEmailClerk.NET, sometimes abbreviated as SEC.NET, is now Dovetail Email Agent 1.4 - and here's what's new...
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Permalink: Tuesday, October 30, 2007 10:22 AM
Posted by Dovetail Software | 0 Comments
Filed under Dovetail Software, Amdocs Clarify, email integration, API, windows service
APIs for Clarify

When does it make sense to write a routine from scratch, versus using a proven API that has all the testing done? The answer comes down to time and cost of course, a different equation in each case.
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Permalink: Tuesday, October 23, 2007 10:29 AM
Posted by Dovetail Software | 0 Comments
Filed under Dovetail Software, Amdocs Clarify, API, Assign Case, auto destination rules
Product Comes from Process

As a company strips out the barriers and obstacles between itself and its customers, it approaches closer to the ideal of customer service, which already exists perfectly in the customer mind. We can see this reinvention happening by judging the goods and services that the company produces. Eventually, somebody makes a decent alarm clock...
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Permalink: Monday, October 22, 2007 10:30 AM
Posted by Dovetail Software | 0 Comments
Filed under Amdocs Clarify, customer service, customer satisfaction, Dovetail CRM, Clarify CRM
Alignment Means Results

The issue of IT alignment is commonly heard nowadays, as part of the plea of the business side of the enterprise to get better response from IT. Some say that such alignment comes at the expense of technical proficiency, but we disagree. We’re tempted to say that alignment is just another word for results.
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Permalink: Monday, September 17, 2007 3:40 PM
Posted by Dovetail Software | 0 Comments
Filed under Dovetail Software, Amdocs Clarify, ITtoolbox, Agility, IT alignment
Integrating Data and People

Two themes arise in today’s struggle to wrestle the totality of cross-enterprise data into a single view of the truth. One theme is the choice of platforms and standards that allow for easier integration and development in the future. The other theme is the almost surprising reintroduction of the human back into software systems once viewed as destined for complete automation.
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Permalink: Wednesday, September 05, 2007 5:40 PM
Posted by Dovetail Software | 0 Comments
Filed under CRM, Dovetail Software, Amdocs Clarify, customer service, ITtoolbox, collaboration, data management
Agile Process Agile Product

Process and product are indivisible. They say you don’t want to watch the process of politics or sausage making, and software development may run close to this sometimes too, but the fact is that you know the tree by its fruit. Process and product are indivisible, with each the perfect mirror of the other.

Exposing the processes by which Dovetail’s software is created has been held to be an admirable thing, but it stems not so much from nobility as from the overarching desire to get it right. All that matters is to build the best for the customer. The greater the light of day the process can be exposed to, the more chance for the perfect ideas to fall into the mix.
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Permalink: Friday, August 24, 2007 4:19 PM
Posted by Dovetail Software | 0 Comments
Filed under Amdocs Clarify, software development, Dovetail CRM, Enterprise architecture, Agile Development
The Risk of SaaS in CRM

The debate continues about the relative values of on-demand versus on-premise CRM solutions. Concerns about hosted services hinge on security and integration, with also the fear of vendor lock-in. and IT lock-out.
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Permalink: Wednesday, August 22, 2007 3:54 PM
Posted by Dovetail Software | 0 Comments
Filed under Amdocs Clarify, saas, integration, Dovetail CRM, SFA, on premise, on demand
Long IT Road Ahead

Stakeholders in the enterprise now include workers and customers – this is the major shift in the enterprise development path. Now there is much more to be achieved than running a mechanical machine. Now there really is a great need for all of that data – cleaned, pressed, and wearing a buttonhole – because it’s the only way to make sense of the customer, and to profit from the customer.
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Permalink: Friday, August 17, 2007 4:29 PM
Posted by Dovetail Software | 0 Comments
Filed under Amdocs Clarify, ITtoolbox, software development, Dovetail CRM, change management, collaboration, Enterprise 2.0, Agile 2007
Email No Good For Parties

The email protocol was never designed for the proprietary business data flowing through it. And email applications for the most part still don’t give us value-added ways to archive and retrieve the information locked inside of legacy communications.

The success of email has created its own choke points. Now that everyone has email, and knows how to use it, everybody is discovering the power of collaboration. Email started everyone talking, but email is not very good for more than one to one.
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Permalink: Wednesday, August 15, 2007 5:04 PM
Posted by Dovetail Software | 0 Comments
Filed under Amdocs Clarify, email, Dovetail CRM, collaboration, Enterprise 2.0

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