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Integrate Your CRM For Better Performance as a Company

Current trends in CRM today include a drive towards end-to-end system unity, and this aligns with the Forrester prediction that companies will prefer to get more out of their existing systems than to purchase completely new systems.

“Today’s technology vendors are circling their development, service and support organizations – all the teams involved in delivering elements of the ownership experience – around three core principles: Lower the customer’s total cost of ownership, accelerate the business benefit of the product and build valuable new product features that were not part of the original product purchase.” – Service & Support Professionals Association . . . .
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Permalink: Wednesday, January 24, 2007 12:01 PM
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Filed under CRM, Dovetail Software, Dovetail, Clarify, soa, saas, IT, oem, board, boards, applications, software as a service, forrester
Daily Dovetail Links 2007-01-24

CRM, CEM, Customer Support and Democratic Software . . . . Amdocs Launches Industry’s First Software Suite Designed to Help Service Providers Achieve and Profit from Convergence . . . . Taking a Small SaaS Firm Into the Global Arena . . . . Things You Need To Know When Switching A CRM . . . . This just in: SOA is like a fungus . . . . End-To-End CRM Anyone? . . . . Selling SOA . . . . Viral SOA - or getting SOA in the door
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Permalink: Wednesday, January 24, 2007 8:10 AM
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Filed under CRM, Dovetail Software, Dovetail, Clarify, soa, saas, IT, oem, board, boards, applications, software as a service, convergence
Daily Dovetail Links 2007-01-22

The Social Networking Convergence With CRM . . . . Pharmaceutical Companies Can Benefit From Moving in the Direction of Adopting an Enterprise-Wide CRM . . . . Capturing Feedback and Tracking Influencers in a CRM System . . . . How do you define ‘Composite Application’? . . . . SOA and cybernetics . . . . IDC on the growth of SaaS
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Permalink: Monday, January 22, 2007 8:30 AM
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Filed under CRM, Dovetail Software, Dovetail, Clarify, soa, saas, IT, board, boards, applications, software as a service, social networking, pharmaceutical, cybernetics
Daily Dovetail Links 2007-01-19

Customer Support Saves the Day Again . . . . Restricting Visibility to CRM Reports . . . . CRM Marketplace Narrows as Convio Buys GetActive . . . . Are We Nearing a BPM Tipping Point? . . . . Topic:FirstChoice Clarify Web Client . . . . The 401(k) Company Selects CDC Software’s Pivotal CRM
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Permalink: Friday, January 19, 2007 7:39 AM
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Filed under CRM, Dovetail Software, Dovetail, Clarify, soa, Amdocs/Clarify, saas, IT, oem, board, boards, applications, software as a service, ITtoolbox
Tales of the Forgotten Space: Customer Support has Value

The CRM news is full of stories about the automation of Sales. But sometimes the forgotten space of Customer Service and Support creeps in.

Give Service Personnel More CRM Power.
Service employees, whether in a call center or providing support at a customer location, can be invaluable for sales…Create a cross-functional team and you can drive revenue in aftermarket parts as well as have more informed sales reps. – 10 Tips To Help New Reps Increase Sales with CRM. . .
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Permalink: Wednesday, January 17, 2007 11:18 AM
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Filed under CRM, Dovetail Software, Dovetail, Clarify, CS&S, soa, saas, IT, oem, board, boards, applications, software as a service, clearlogistics, eservice, zappos, clearsupport
Daily Dovetail Links 2007-01-17

CRM Post-Installation Tweaking is a Feature, not a Bug. . . .ResponseTek Joins Sabre Holdings At CRM in Travel USA 2007. . . . Visitar’s CRM Visits University. . . .B2B Marketing with CRM. . . . When Thinking SOA Performance..Don’t Think REST vs. SOAP…Think Design. . . .Is your SOA product hot or not? Linthicum Group will tell you. . . .Enterprises Bridge the Gap Between CRM Systems and Survey-Based Data With Feedback Server 2.0
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Permalink: Wednesday, January 17, 2007 10:00 AM
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Filed under CRM, Dovetail Software, Dovetail, Clarify, soa, saas, IT, board, boards, applications, software as a service, sabre, rest, 2.0, b2b, linthicum, soap
CRM Post-Installation Tweaking is a Feature, not a Bug

That’s a bold claim perhaps. But if new software poured out of the box like Saturday morning breakfast cereal – golden, abundant and sweet – we wouldn’t need in-house IT people or vendor engineering teams to install it, to integrate it with existing systems, and to tweak it repeatedly after install.

Consider this story:

I’d be very curious to learn what kind of CRM system Dell is using (or not using), and why it seems to be neglecting the very basic functionality of tracking all customer interaction in a single location. IT might not matter in a world where everyone is using it properly, but if CRM can go so badly used or unused in 2006, IT still offers plenty of competitive advantage in my book. Dell Missing CRM?...
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Permalink: Tuesday, January 16, 2007 8:11 AM
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Filed under CRM, Dovetail Software, Dovetail, Clarify, soa, Amdocs/Clarify, saas, IT, oem, board, boards, applications, software as a service, Dell, integration
Daily Dovetail Links 2007-01-16

Email Integration with Clarify....Predicting 2007 IT Trends in Asia-Pacific....What’s Ahead?....Welcome to the CRM 2.0 Wiki....SOA Will Transform the Way IT and the Enterprise Interact by 2012, Says Butler Group....SOA Product Evaluation....Using CRM on the Go: Six Tips for Success
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Permalink: Tuesday, January 16, 2007 8:08 AM
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Filed under CRM, Dovetail Software, Dovetail, Clarify, soa, Amdocs/Clarify, saas, IT, IT Toolbox, oem, board, boards, applications, software as a service, Wiki, blog

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