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Dovetail Links 2008-06-18

CRM and the Enterprise 2.0 Challenge....True Enterprise Architecture....Customer Satisfaction Is Needed To Maintain Trust....Mobile CRM: Beyond the BlackBerry....Six Support Issues That Keep Execs Awake at Night

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Permalink: Wednesday, June 18, 2008 1:24 PM
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Filed under CRM, customer service & support, enterpise2.0, Enterprise architecture, mobile CRM
CRM Sales Up, Customer Satisfaction Up but There's Still Work to be Done

Good news (sort of) this week for customer service and support. The American Customer Satisfaction Index (ACSI) issued a release that touted "Customer Satisfaction Halts Slide, Glimmer of Hope for the Economy?" (download PDF). For the first time in a year, the index rose by .04%, with high end hotels out-performing their budget competitors and satellite company customers reporting happier experiences than those who get their ESPN fix from cable companies.

Still, according to ACSI, all is not rosy...
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Permalink: Thursday, May 29, 2008 6:49 PM
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Filed under CRM, customer satisfaction, customer service & support
Dovetail Links 2008-05-15

Ten Ways to Implement CRM on a Tight Budget....The Four Classical Elements Of The Digital World: Process, Service, Event, and Information....The Pain or Gain from IT Depends on the Match Between Culture and Strategy....The Secret to Creating "Pretty" Code....BPM Series: BPM Bus is Still Boarding Passengers! - Part 2
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Permalink: Thursday, May 15, 2008 8:00 PM
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Filed under BPM, CRM, IT alignment, programming
Dovetail Links 2008-05-07

The Value of Beautiful Code....Customer Loyalty: Confessions of a (Former) IT Scoundrel....BI: Transforming Data Into Usable Information....CRM Is All About Teamwork....Customer Communication: Meet Them on Their Own Turf
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Permalink: Wednesday, May 07, 2008 11:22 AM
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Filed under BI, CRM, customer service, programming
Dovetail Daily Links 2008-04-29

Customers Really Are the Lifeblood of Your Business....Customers as Surprising New Sources for Innovation....Report: No Recession for CRM....CRM Spending Looking Up....The BI Boom Part 2: New Twists
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Permalink: Tuesday, April 29, 2008 2:09 PM
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Filed under BI, CRM, customer service & support, recession
Dovetail Daily Links 2008-04-21

Extreme Customer Service & Support: When Employees Picket for Customers....Why Enterprise Architects Need to Support the Role of Technical Lead...Business Intelligence: The BI Boom, Part 1: New Players....Late and Over Budget – The Hidden Traps of Implementing CRM Systems
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Permalink: Monday, April 21, 2008 12:42 PM
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Filed under BPM: BI, CRM, customer service & support, Enterprise architecture
Dovetail Daily Links 2008-04-16

Removing the C from CRM....Process as a Substitute for Competence....Piloting within IT....Should We Continue to Invest in Enterprise Architecture?....San Quentin Prison: IT Failure is Life or Death
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Permalink: Wednesday, April 16, 2008 12:15 PM
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Filed under business process, CRM, Enterprise architecture, IT
Dovetail Daily Links 2008-04-10

The Burdensome Costs of Customer Justice....IT is Transforming Itself from a Manufacturing to a Service Industry....5 reasons IT is Soooo Slowwww....What's New about SOA?....Companies Want to Fix CRM Mistakes in 2008
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Permalink: Thursday, April 10, 2008 2:21 PM
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Filed under CRM, customer service & support, IT alignment, soa
Dovetail Daily Links 2008-04-07

Customer Service: Verizon Workers Plan Picket Over Customer Service....If Warren Buffett Ran a CRM Company....Monetizing Customer Experience Improvements....Enterprise Architecture: Smoke and Mirrors....WOA vs. SOA?
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Permalink: Monday, April 07, 2008 2:00 PM
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Filed under CRM, customer service & support, Enterprise architecture, soa, WOA
Dovetail Daily Links 2008-04-03

Business Intelligence: A Technology Category in Tumult....Don't Make Business Intelligence Suck for Users....Business Intelligence Is Mission-Critical, for CRM and Others....There's No Stopping CRM....Master of Your Data....
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Permalink: Thursday, April 03, 2008 11:18 AM
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Filed under BI, Business Intelligence, CRM, Customer Relationship Management

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