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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 Amdocs Clarify, CRM, enterprise IT, legacy upgrade, tips
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 Amdocs Clarify, collaboration, CRM, customer service, data management, Dovetail Software, ITtoolbox
Technology Responds Well to Careful Planning

Technological advances spawn instant headlines and offer rapid change to users, and the launch of the new overnight sensation obscures the underlying nature of technology development, which is a more gradual and systematic process.

Enterprise IT systems respond best to clear development plans over comfortable timelines. To devise such plans successfully is a major, deep-rooted challenge for any organization. Gray areas in the plans place a burden on IT people, who are already fairly stressed.
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Permalink: Tuesday, March 20, 2007 2:38 PM
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Filed under Amdocs Clarify, change management, CRM, CRM upgrade, Dovetail CRM, Dovetail Software, integration, IT, software development, technology, upgrade
Integrate Support Software for an Intelligent Supply Chain

The simple answer was deploying Dovetail CRM thin client, and being web-based this immediately cured the problem of remote access to centralized data. This was only the beginning, however. The company discovered, during this whole process of painlessly enhancing the reach and utility of their Clarify database, that they had a development path again. Using Dovetail Web Services on the .NET platform, the customer went on to integrate other, non-Clarify logistics applications to add to their ability to provide field engineering support.
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Permalink: Wednesday, March 07, 2007 3:51 PM
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Filed under Amdocs Clarify, chain, CRM, CS&S, CSS, customer service & support, integration, logistics, supply
The Dovetail Blogs - Naked Conversations

Instructional designer Natalie Laderas-Kilkenny recently commented on the Dovetail Software blog, calling it a “great example of company blogging in action.” She adds: “One company is using blogging to expose its mindset to its customers. People can read how employees are working out solutions.”

Thanks, Natalie, and that was certainly our intention. We’ve always been an open company, we learn more that way. There’s a great incentive to stay sharp when people are watching.

Check out these posts from our engineers Gary Sherman, Steven Weintraub, Jason Darling and communications specialist Melissa Burpo....
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Permalink: Tuesday, March 06, 2007 12:11 PM
Posted by admin | 0 Comments
Filed under 2.0, Amdocs Clarify, CRM, customer service & support, daylight savings time clarify, software development, software engineering, software testing
Daily Dovetail Links 2007-02-08

Integrating the Software to the Process . . . . How Farm Credit Turned Its Silos into a ‘Pinwheel’ . . . . Real business solutions are more than a process . . . . Mobile CRM on Demand – mobile business solution . . . . Knowledge Management Online Open Source KM . . . . CRM software rankings tell a familiar tale
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Permalink: Thursday, February 08, 2007 8:02 AM
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Filed under Amdocs Clarify, Amdocs Clcrm, Clarify, CRM, CS&S, customer, Customer Relationship Management, customer relationship manager, customer service & support, Customer Service and Support, Dovetail, Dovetail Software, first choice software, km, knowledge management, saas, service oriented architecture, soa, software as a service
The Dovetail Advantage: Email and CRM

Email integration with CRM is an important part of the CRM deployment for any enterprise. This is true simply because we all live and conduct our business in our email clients to a very large degree. RSS feed readers and IM (instant messaging) both have their place in our lives, as does the visual Web browser. In some sites the visual Web browser is now more commonly used as a thin client for CRM consumption than for surfing the Web. But email is the one ubiquitous thing we can’t ignore, and always turn to.

For users of Clarify™ data within an enterprise, Dovetail has delivered enormous email capability not present in the standard Amdocs deployment. . .
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Permalink: Thursday, January 25, 2007 11:55 AM
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Filed under .NET, Amdocs Clarify, APIs, Clarify, CRM, customer, Customer Relationship Management, customer relationship manager, customer service, Dovetail, Dovetail Software, email, emailmanager, first choice software, outlook, saas, service oriented architecture, soa, software as a service
The Social Networking Convergence With CRM

Convergence never stops happening. The convergence between the Internet and corporate networks continues as CRM (customer relationship management) meets SN (social networking).

It’s been talked about for some time now, Fast Company discussed it in the context of sales leads and contact management in 2004:

Social networking software should evolve to become more integrated with the everyday tools people use to manage relationship information and communicate with others. It’s a natural evolution of very useful software—it can’t stand alone for long. – The Next Generation of Contact Management Software . . .
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Permalink: Friday, January 19, 2007 9:55 AM
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Filed under Amdocs Clarify, Clarify, contact management, CRM, CS&S, customer, Customer Relationship Management, customer relationship manager, customer service, Dovetail, Dovetail Software, fast company, first choice software, saas, service oriented architecture, sn, soa, social networking, software as a service
On-Demand CRM and On-Premise CRM

Is the on-demand delivery model the largest single contributor to the renaissance of CRM from its moribund state of two-three years ago? The industry seems to think so, from an informal survey taken by CRMBuyer:

"Not surprisingly, on-demand topped many vendors’ list of things to be hopeful about in 2007 and beyond—and for good reason. On-demand is likely to become a dominant delivery model for CRM and other applications in the medium term."

The rapid adoption of on-demand CRM, especially by smaller enterprises has enlarged the market, and expanded the options for technical CRM solutions...
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Permalink: Thursday, January 11, 2007 12:44 PM
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Filed under Amdocs Clarify, APIs, CRM, on-demand, thick client, thin client
Retail Discovers Customer Service Improves Bottom Line: Will CRM Follow?

According to CRM Daily, businesses—especially retailers—are discovering that they make more money if they offer better service and they say it’s primarily because they’re taking the extra time to find out all the additional ways their customers are trying to buy from them.

Strange that retailers are just now waking up to this, because the buzz about Customer Service and Support (CS&S) has been simmering for some time, at least in the CRM world. In fact, back in March 2006, Jupiter Research changed the name of its blog category from CRM to Customer Service and Support.

We’ve known about service and support forever.
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Permalink: Tuesday, January 09, 2007 9:41 AM
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Filed under .NET, Amdocs Clarify, APIs, CRM, CS&S, Customer Service and Support, Dovetail Software, retail

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