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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 Daily Links 2007-11-27

Innovation Is a Process...Poland Emerging As A Top Source of Engineers...Customer Loyalty, to Coin a Phrase...Protecting VoIP is not rocket science...The Impact of Web 2.0 on Knowledge Work and Knowledge Management - Part III...Using corporate portfolio management with innovation...The Web 2.0 Confusion Cycle
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Permalink: Tuesday, November 27, 2007 1:30 PM
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Filed under customer loyalty, Web 2.0, innovation, VoIP, portfolio management, poland
Daily Dovetail Links 2007-09-13

Unlocking With Common Standards....Learn management from cooking shows....Outsourcing's Innovation Crisis....Cyberspies Target Silent Victims....Is Customer Loyalty Fact or Fiction?....Convergence Helps Call Centers Evolve....Web 2.0 Portal to Link CRM Job Seekers
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Permalink: Thursday, September 13, 2007 12:14 PM
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Filed under customer loyalty, convergence, innovation, collaboration, security, outsourcing, call center
Convergence and Churn

IP-convergence is the ability of the communications industries to deliver multiple media formats concurrently over the same physical link. All of these converged media products are for sale to the customer, because the new IP-networks deliver everything except a free lunch.

Suddenly the network becomes more than the route of distribution, and turns into a knowledge network, with workers and processes hungry for maximum data, for optimal profitability with the customer, and revenue from same. Thus the ability and need to manage multiple deliverables places an imperative on merging two formerly separate administrations: business support systems (BSS) and operations support systems (OSS).
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Permalink: Friday, July 20, 2007 1:47 PM
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Filed under Customer Service and Support, customer loyalty, Dovetail CRM, OSS, BSS
Daily Dovetail Links 2007-07-20

IP Convergence and Dovetail Software....email management....SOA Best Practices....Virtualization as an architecture strategy....The virtualisation of the Enterprise IT....Deepening Customer Loyalty With Cross-Selling....Outsourced Customer Care Is Accelerating
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Permalink: Friday, July 20, 2007 11:10 AM
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Filed under soa, customer loyalty, outsource, virtualization, email management
Are CRM and Customer Service Strangers to Each Other?

CRM will continue to be an unsatisfying investment to executives until it enlarges its focus to include customer service and support. Merging analytics and the customer loyalty paradigm into the sales force automation model disguises the fact that enterprise culture doesn’t really understand customer service, and remains tightly focused on top-line revenues that derive from the actual sale.
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Permalink: Tuesday, May 08, 2007 4:19 PM
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Filed under CRM, Clarify, Customer Service and Support, customer loyalty
Daily Dovetail Links 2007-03-30

Dovetail Software Blogs: Dovetail Makes the Difference....Knowledge Networks and crowdsourcing academic scientists....OASIS Approves New Web Services Security Standards....VoIP and the Emerging-Market Call Center....Survey: Customers Give Low Service Marks to Asian, Australian Banks....Microsoft readies new ‘Tahiti’ collaboration service....What’s your going rate? IT work orders by state....turning IT into a business unit?
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Permalink: Friday, March 30, 2007 9:40 AM
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Filed under customer loyalty, IT, crowdsourcing, collaboration, knowledge network
Daily Dovetail Links 2007-03-21

Dovetail Software Blogs: Technology Responds Well to Careful Planning....Customer satisfaction falls despite call center efforts....Trust or Convenience? Bank Customers Demand Both....customers are increasingly in control of their own information....Cisco buys Reactivity for $135 million to bolster SOA offerings....But We Made a Backup!....Social Networking Goes Niche
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Permalink: Wednesday, March 21, 2007 9:56 AM
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Filed under customer loyalty, IT, social networking, trust
Daily Dovetail Links 2007-03-19

Dovetail Software Blogs: Business Planning Precedes IT Development - Ideally....Slicing Through Bureaucracy the Wiki Way....Earning Customer Trust Is the Name of the Game....How to Scale IT Infrastructure Without Leaving Stretch Marks....Strategic evaluation of IT system....Consolidating vs. Federating Data in the Warehouse
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Permalink: Monday, March 19, 2007 9:47 AM
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Filed under customer loyalty, Wiki, knowledge management, collaboration, Business Planning, scaling

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