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A Tale of Two Retailers: Why Customer Service and Support Matters More than Ever

In the best of times and even more so in the worst of times, customer service and support matters. And you need look no further than Best Buy and Circuit City to see the bottom-line impact for companies that are customer-centric and those who are not.

Best Buy, the number one electronics retailer, is doing quite well, thank you. But as of Sunday, March 8th, the number two largest electronics chain, Circuit City, will be closing its doors for good. (For some depressing pics, see Harry McCracken take in The Tragic Last Days of Circuit City.

But if an HDTV is an HDTV at any store, why then is Best Buy prospering while Circuit City, after 60 years peddling electronics, is padlocking its doors forever?
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Permalink: Tuesday, March 10, 2009 2:17 PM
Posted by Dovetail Software | 0 Comments
Filed under CRM, CS&S, retail, customer service & support, recession, ACSI, American Customer Satisfaction Index
First Call Resolution

A new theme in customer service is emerging in the contact center. First call resolution – closing a case and satisfying the customer in the first contact – challenges both current technology and an embedded layer of management assumption. But with customers so annoyed with call centers today, this may be the only way to keep them from turning their backs on a company for life.
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Permalink: Friday, January 04, 2008 9:30 AM
Posted by Dovetail Software | 1 Comments
Filed under CRM, CS&S, customer service, analytics, contact center, first call resolution
Sales 2.0

The nature of the customer is changing, and the methods of the salesperson are changing to keep pace. Salespeople, with no time for theory but only for results, are reaching for the tools of Web 2.0, which in turn is forcing the growth of CRM 2.0 and Sales 2.0.
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Permalink: Monday, November 05, 2007 10:30 AM
Posted by Dovetail Software | 2 Comments
Filed under Customer Service and Support, CS&S, Web 2.0, Enterprise 2.0, CRM 2.0, Sales 2.0
Drilling Down Into Web 2.0

Even while the battle rages on the surface for business-wide acceptance of Web 2.0 tools, many are looking closely at the intricacies and implications of Web 2.0 and its various widgets and wikis. The basic philosophy of Web 2.0 involves harnessing the power of the individual - the "You" in YouTube, the "My" in MySpace. And businesses are trying to engage the power of their customer base using the tools of this movement. But how do businesses communicate with John and Jane Q. Public? How do they draw them into their conversation?....
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Permalink: Wednesday, October 03, 2007 2:00 PM
Posted by Dovetail Software | 0 Comments
Filed under Dovetail Software, Customer Service and Support, CS&S, Web 2.0, marketing
Conspiracy of Customers

There is a vast, global conspiracy of customers who simply want to be treated considerately. And more like Keystone Cops than captains of industry, executives run around looking high and low for the secret to customer satisfaction. But they almost never stumble across this great conspiracy.
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Permalink: Friday, June 22, 2007 5:45 PM
Posted by admin | 0 Comments
Filed under CRM, Dovetail Software, Customer Service and Support, CS&S, ITtoolbox, forgotten space, intentional customer experience
Support is not Forgotten by Dovetail

What the forgotten space of service and support needs most is flexible and powerful software. With the Clarify system, this means Dovetail Software. The reasons are many, and include Dovetail’s being designed specifically to fit into the Clarify installed base seamlessly, with identical look and feel, and with enormously expanded capabilities. Dovetail doesn’t only perform out of the box, it exposes most of the Clarify business processes to extension through APIs and Web Services, offering a development path for the future.
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Permalink: Friday, March 23, 2007 2:07 PM
Posted by admin | 0 Comments
Filed under Dovetail Software, Amdocs Clarify, Customer Service and Support, CS&S, IT, 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
Posted by admin | 0 Comments
Filed under CRM, Amdocs Clarify, CSS, CS&S, supply, logistics, chain, integration, customer service & support
How Customer Service and Support CRM Drives Revenue

Oh that Forgotten Space! How much money do companies leave on the table by not utilizing their customer service and support functionality, or integrating it fully with the rest of their CRM system, and their management protocols?

CRM consultant Richard Boardman tells an extraordinary tale of profit made simply from using capability already on hand within the CRM system. In his article titled “Productive Afterthought”, he speaks of the kind of return on investment that can come simply from utilizing the system.

“Revenues generated through the service department have increased dramatically. The investment in the system has already been repaid multiple times in the first year, and are projected to repay the investment in the technology and our services around twenty times in the first three years of operation.”

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Permalink: Monday, March 05, 2007 10:13 AM
Posted by admin | 0 Comments
Filed under CRM, Dovetail Software, Clarify, CS&S, customer service & support, forgotten space, CTO
The Power of Widgets, According to IBM and Google

We told you that widgets were coming, and now two powerful icons of the online world and the corporate network – Google and IBM respectively – have combined in an agreement to share 4,000 Google Gadgets with millions of WebSphere users.

Widgets are small software applications that are little more than services – they perform nothing more than very specific tasks, certain routine computations or retrieving data from larger databases, for example. Google calls its collection of these widget services “gadgets”. Perhaps the most famous one right now is Google Maps. There is a bewildering variety of Google Gadgets.

The Web is the largest network in the world, and the perfect place for tightly specialized interest groups and individuals to generate these specifically focused services, and then offer them to public utility. The Web is now monetized to quite a degree of sophistication – with Google’s ad-serving capability as the forerunner and most obvious engine. This makes a great software market for the low scale of development involved in widgets.

The enterprise network is monetized differently, wherein all its users receive a paycheck to participate. To a great extent, the market economics required to generate widgets (with the Darwinist elimination of many failed concepts along the way, at no real cost to the network) can’t exist on the enterprise network. In-house IT can only create so many custom utilities. Both worlds need each other, and the corporate net can afford to buy the cream of the Web’s produce.
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Permalink: Thursday, March 01, 2007 1:00 PM
Posted by editor | 0 Comments
Filed under CRM, Dovetail Software, Dovetail, Clarify, Customer Service and Support, CS&S, Customer Relationship Management, customer service & support, knowledge management, km
Daily Dovetail Links 2007-03-01

SOA - Almost As Good As Dovetail . . . . Service Management and the IT Infrastructure Library . . . . Amdocs Sells CRM to UPC Broadband . . . . Microsoft CRM Migration – Moving from one domain to another . . . . Calgary eLearning Network – PKM . . . . Identify High Value Relationships
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Permalink: Thursday, March 01, 2007 8:23 AM
Posted by editor | 0 Comments
Filed under CRM, Dovetail Software, Dovetail, Clarify, Customer Service and Support, CS&S, Customer Relationship Management, customer service & support, knowledge management, km

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