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Dovetail Links 2008-11-17

11 "Laws of IT Physics"....Sour Tweets Get Sweet Results....The Two Key Elements of Customer Orientation....New research: Customer Experience Maturity Monitor....Four Tips To Getting More Out of Your ERP System
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Permalink: Monday, November 17, 2008 3:52 PM
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Filed under IT, erp, customer service & support, customer experience, twitter, customer centric
Dovetail Links 2008-08-24

Customer Experience Management: Rx for the Top and Bottom Lines....Customer Loyalty: The Customer Loyalty Myth....Reporting and the Two Great Fibs of the CRM Industry....Baby Steps with SOA Governance Can Avoid IT/Business Power Plays....The Olympic Standard of World Class - for IT

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Permalink: Sunday, August 24, 2008 4:19 PM
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Filed under CRM, customer loyalty, IT, reports, SOA governance
Dovetail Links 2008-08-09

Unified Communications: Lifeblood of the Contact Center....Message for Electronics Retailers: Customer Service Sells....Believe in Business Rules (I Do)....Disorganized Data Is Big Problem for Many Organizations....Does IT Matter (or How Agile is Changing What IT Means)

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Permalink: Saturday, August 09, 2008 2:31 PM
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Filed under IT, customer service & support, business rules, data, unified communications
Dovetail Links 2008-07-04

The Call Center Cha-Cha....How Come Enterprises Don't Ask Their Software Vendors for Bug-fix Only Releases?....Not Really News: Cable, Satellite Customer Service Stinks....The #1 Reason IT Often Fails to Deliver Value....Sprint's World Of Pain
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Permalink: Friday, July 04, 2008 5:28 PM
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Filed under IT, customer service & support, call centers
Dovetail Links 2008-06-04

ECtel and Amdocs Team Up to Fight Fraud....Extending IT's Perimeter....Breakthroughs in Analytics, Part 3....The Call Center Customer of the Future....It's Been a Gloomy Decade for Contact Centers
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Permalink: Wednesday, June 04, 2008 10:07 AM
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Filed under IT, Business Intelligence, call center, contact center
Dovetail Daily Links 2008-04-18

The Future Customer-Centric Organization: Best Practice and New Strategies for Improving Customer Service....Comparing Application Management and Traditional Systems Management....Are SOA-related Business Concerns Outside the IT "Comfort Zone?"....A New Iron Triangle - IT At the Intersection of Buyers and Users....Alignment of Business and IT through Cost Estimation, Part I
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Permalink: Friday, April 18, 2008 3:33 PM
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Filed under soa, IT, customer service & support, IT alignment, application management
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 CRM, IT, Enterprise architecture, business process
Dovetail Daily Links 2008-04-15

Enterprise Architecture, Whiteboards and Bad Project Management....Breaking the SOA Logjam....Guerrilla IT: How to Stop Worrying and Learn to Love Your Superusers....No Wonder No One Wants a Job in IT....Some Advice on Visual BI
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Permalink: Tuesday, April 15, 2008 2:05 PM
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Filed under soa, IT, Enterprise architecture, BI
Dovetail Daily Links 2008-04-11

Amdocs Buys Jacobs Rimell.....After EDM - Some Thoughts on Technology....10 Tips for Getting Started with SOA....Rewards? Experience? Loyalty? EDM!....Questioning IT
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Permalink: Friday, April 11, 2008 2:10 PM
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Filed under soa, IT, enterprise decision management, EDM
Dovetail Daily Links 2008-04-08

BI Spending to Remain Strong, for Now....IT cost cutting 101....Gartner Says IT Leaders Should Prepare for the Third Wave of Innovation to Drive Growth....SOA Hype Turns Five and BM Turns to Smart SOA Social Network....Quality Assurance for SOA Requires a Different Mindset....Whipping the QA Process Into SOA Shape
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Permalink: Tuesday, April 08, 2008 2:28 PM
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Filed under soa, IT, BI, quality assurance

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