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Upcoming CRM Events

Dovetail is always staying on top of current events and conferences in the CRM world. Below is a list of CRM industry events we find interesting. If you have attended any of these events in the past, or plan to attend this year, please add a comment below. ______________________________________________________________________________________________________ Gartner Customer Relationship Management Summit – March 16-17, 2010, London, UK HDI Conference & Expo – March 16-19, 2010, Orlando, FL Customer Experience Summit – March 22-24, 2010, Miami,...
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Permalink: Monday, February 15, 2010 4:37 PM
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Filed under CRM, Gartner, Gartner conference, events, event
Free Your Customers from the Labyrinth of Customer Service with Social Media, Part II

Yesterday, we pondered if it's time for companies to invest in a social media strategy. Now thanks to the Internet and sites like YouTube, more and more customers are making vengeance theirs with just a click. No more lines. No more phone trees. No more complaining to only 20 people about lousy customer service. In an instant customers can broadcast their complaints to 100's or even 1000's of people and there's very little that companies can throw in their way to keep them from taking a digital hammer to their corporate reputations. Basically, customers have figured out how avoid the Labyrinth of customer service by using the Internet to go around you instead of to you to complain.

So if customers can now complain so instantly and so publicly, you would think corporations would be ramping up their customer service and support to instantly answer every tweet, blog post and online video, right? Well, the customer centric companies are working hard to adapt to new consumer channels. But the customer antagonistic companies, not so much.
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Permalink: Friday, October 02, 2009 1:59 PM
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Filed under CRM, social CRM, SCRM, social media strategy
Dovetail Links 2009-09-29

Driving Response Through Customer Care....Do You Really Know Your Customers?...Marketing Automation: Unique Kid on the CRM Block....Customer Centricity: Let Your Customers Lead You....Why CEOs Must Tie CIO Pay To Customers And Growth....
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Permalink: Tuesday, September 29, 2009 3:38 PM
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Filed under CRM, customer centricity, customer experience, IT alignment, marketing automation
Dovetail Links 2009-09-21

Boost Customer Satisfaction, Now....In Bruising Times, Companies Use Secret Weapon: Customer Service....6 Steps to Influencing Customers and Building Trust....CRM in 2009: Personal, Social, Mobile, Adaptable....Gartner Outlines Five Technology Trends changing CRM Architectures....
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Permalink: Monday, September 21, 2009 12:45 PM
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Filed under CRM, customer service & support, trends, customer acquisition, customermer experience, growth
Dovetail Links 2009-09-14

Customer Respect Management: It's About Time....The Rise of the CRM Architect....Trying to Get Smarter about Business Intelligence....Looking for Loyalty?...CRM, Meet Your Future....
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Permalink: Monday, September 14, 2009 3:21 PM
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Filed under CRM, customer loyalty, customer experience management, BI, business intelligence, CEM, CRM architect
Dovetail Links 2009-06-29

Contact Center Performance Thriving in the Recession....Usability: The Cornerstone of E-Commerce/CRM Convergence....Employees: The Direct Route to Customers' Hearts....Business Intelligence: Getting a Grip on Business Intelligence TCO....Seven Tips for Phasing CRM Projects...
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Permalink: Monday, June 29, 2009 3:21 PM
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Filed under CRM, customer service & support, Business Intelligence, contact centers, BI, phasing, e-commerce, employees
Dovetail Links 2009-04-28

A Worldwide Cauldron of Disloyalty, Dysfunction and Disconnects: Business To Business Customer Service....The Tough Get Going....CIOs: Here are 10 ways you can support your CEO....CRM Offers Opportunity in Recession....Six Smart CRM Strategies for Meeting Sales Quotas in a Down Economy...
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Permalink: Tuesday, April 28, 2009 5:22 PM
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Filed under CRM, customer loyalty, Customer Relationship Management, recession, customer retention
Dovetail Links 2009-04-14

Top Tips To Build and Keep Customer Loyalty With CRM....Six Trends Changing Customer-Feedback Programs...Risk-Proofing Your CRM Initiative...BI Tools to Increase Customer Loyalty....It’s Time for a Balanced Scorecard for Customer Data...
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Permalink: Tuesday, April 14, 2009 10:02 AM
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Filed under CRM, customer loyalty, customer data, customer feedback, recession, BI
Dovetail Links 2009-03-22

Good Service is Good Business....How to Increase Profitability and Reduce Costs with Lean CRM....Take Part in the Customer Experience State of the Nation Survey....Q & A with Jeff Jarvis, Part One: What Would Google Do?....Big Reasons to Improve Your Customer Service In a Recession...
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Permalink: Sunday, March 22, 2009 9:11 PM
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Filed under CRM, customer service & support, customer experience, recession, lean CRM'
Dovetail Links 2009-03-16

Gartner: CRM Investment Stable in 2009....Poll: Customer Satisfaction Up....Winning True Customer Loyalty and Trust in a Recession....Customer Satisfaction? Who's Hot, Who's Not....Does Poor Service Lead to Better Earnings?...
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Permalink: Monday, March 16, 2009 7:46 AM
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Filed under CRM, Customer Relationship Management, customer service & support, recession

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