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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
Posted by Dovetail Software | 0 Comments
Filed under IT, erp, customer service & support, customer experience, twitter, customer centric
Listening for Blue Oceans

The best kind of new market a company can enter is one that it creates. This is so-called Blue Ocean Strategy. How best to create new markets? Well, your existing customers can tell you – if you’re sufficiently engaged with them.
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Permalink: Monday, January 21, 2008 9:30 AM
Posted by Dovetail Software | 0 Comments
Filed under customer centric, voice of customer, authentic engagement, blue ocean strategy
How to Get Feedback from Surveys Maybe

Eliciting strong feedback is necessary for a business to understand its competition, its industry, and the development of its own products and services. But be careful with those surveys - don't destroy the relationship along the way.
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Permalink: Friday, December 14, 2007 9:30 AM
Posted by Dovetail Software | 2 Comments
Filed under user generated, surveys, reviews, customer centric, bloggers, customer relationship
Contact Center Proving Ground

The significance of the contact center to both the enterprise and systems developers is often understated. The front line engagements of customer service are enacted here, and all the dynamics of interaction are highlighted in measurable ways. In fact, the entire contact center operation is built out of numbers, making it perhaps the most tangible and manageable proving ground for the enterprise goal of customer centricity.
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Permalink: Wednesday, December 12, 2007 9:30 AM
Posted by Dovetail Software | 0 Comments
Filed under CRM, customer service, integration, contact center, customer centric

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