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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 CRM, Dovetail Software, Amdocs Clarify, Dovetail, Clarify, Customer Service and Support, CS&S, soa, customer, first choice software, saas, Customer Relationship Management, software as a service, customer relationship manager, service oriented architecture, customer service & support, knowledge management, km, Amdocs Clcrm
Daily Dovetail Links 2007-01-30

Service Oriented Architecture and Dovetail on .NET . . . . Call Center App Detects Customer Anger . . . . Business Intelligence Gets Collaborative . . . . The Ultimate in Service Automation: No Customer Required . . . . Greg the Architect – SOA This. SOA That. . . . . Is your SOA Loose?
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Permalink: Tuesday, January 30, 2007 6:45 AM
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Filed under CRM, .NET, Dovetail Software, Dovetail, Clarify, soa, customer, customer service, first choice software, saas, Customer Relationship Management, software as a service, customer relationship manager, service oriented architecture
Customer Satisfaction Comes From Agent Ease of Use

Focused as we are upon Customer Service and Support (CS&S), we pay great attention to the myriad stories in the CRM space that explain exactly what constitutes good customer service, and what exactly results in true customer satisfaction. It would be wrong to say it ALL comes down to the individual, customer-facing employees of the enterprise – but not very wrong. Too many stories show how the individuals involved in support and after-sales service save the day

Enterprises nowadays are spending more to upgrade the systems that their agents use, recognizing that information at the agent’s fingertips results in credibility and confidence with the customer, and cleaner disposition and resolution of each case. The net nominal result to the enterprise is a measurable boost in the productivity of customer-facing workers. . .
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Permalink: Friday, January 26, 2007 11:29 AM
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Filed under CRM, Dovetail Software, Dovetail, Clarify, Customer Service and Support, CS&S, soa, customer, customer service, first choice software, saas, Customer Relationship Management, software as a service, customer relationship manager, service oriented architecture, forrester, customer service & support
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 CRM, .NET, Dovetail Software, Amdocs Clarify, Dovetail, Clarify, APIs, soa, customer, customer service, first choice software, saas, Customer Relationship Management, software as a service, customer relationship manager, service oriented architecture, outlook, email, emailmanager
CRM, CEM, Customer Support and Democratic Software

Nowadays in CRM we see great strides made in analytics, which serves both to help the enterprise determine the value of each customer, and also to create a personalized experience for each customer across all the enterprise touchpoints.

We don’t manage or control our customers, they control us. And they know it…Customers know they have choices and they are using this power to get their way. They are demanding transparency into companies. They are demanding responsiveness. They are demanding highly personalized value. – “Manage or Deliver?“ . . .
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Permalink: Tuesday, January 23, 2007 12:19 PM
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Filed under CRM, Dovetail Software, Dovetail, Clarify, soa, customer, customer service, first choice software, saas, Customer Relationship Management, software as a service, jabra, customer relationship manager, service oriented architecture
Dovetail CRM - Customize Amdocs Clarify Easily

Because of Dovetail CRM, enterprises running Amdocs Clarify™ systems now have a unique – and superior – choice for upgrading, or migrating their environment to a new platform.

Dovetail CRM is built from the ground up for delivering reliable, scalable, and secure system access over the internet, which makes it ideal for inexpensively leveraging staff resources both locally and world wide.

“Companies are increasingly looking to leverage their existing CRM technology. Over the next five years, organizations will be looking to capitalize on the investments they’ve already made in CRM. [. . .] There are plenty of other drivers for CRM, however. Organizations still need to improve the customer experience.” – CRM market to grow steadily, Forrester study says . . .

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Permalink: Monday, January 22, 2007 1:00 PM
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Filed under CRM, Dovetail Software, Dovetail, Clarify, soa, customer, customer service, first choice software, saas, Customer Relationship Management, software as a service, customer relationship manager, service oriented architecture, clearbasic
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 CRM, Dovetail Software, Amdocs Clarify, Dovetail, Clarify, CS&S, soa, customer, customer service, first choice software, saas, Customer Relationship Management, software as a service, social networking, fast company, sn, customer relationship manager, service oriented architecture, contact management
Customer Support Saves the Day Again

The technical support department is probably the final stop along the way for a customer either about to leave a company forever, or about to convert to a lifetime loyalty. It’s the ultimate place for every enterprise to make good on all its promises.

There is no telling how many quiet stories of customer satisfaction emanating from support never see the light of day, but this one sure did. . .
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Permalink: Thursday, January 18, 2007 3:10 PM
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Filed under CRM, Dovetail Software, Dovetail, Clarify, soa, customer, customer service, first choice software, saas, Customer Relationship Management, software as a service, jabra, customer relationship manager, service oriented architecture

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