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Dovetail Daily Links 2008-03-24

There Must be 50 Ways to View Your Process....The IT Value Stack....Best Practices for Active Response Time Monitoring....Do SMEs do Knowledge Management?: Or Simply Manage what they Know?....Wring ROI out of your SOA Governance with Validation....
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Permalink: Monday, March 24, 2008 1:24 PM
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Filed under business process, km, knowledge management, monitoring, SOA governance
Dovetail Daily Links 2008-03-10

Get Off Your Fat Apps!....Is CRM Dead?....The Cost of CRM Project Failure....Part Two: When Governance and Best Practices Become Antipatterns....Knowledge Sharing in a Collaborative Business Environment....
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Permalink: Monday, March 10, 2008 4:29 PM
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Filed under application design, CRM, IT governance, km, knowledge management
Dovetail Daily Links 2008-02-22

Business Rules are Core to the BPM/SOA Value Proposition....Building End-to-end BPM Solutions for the Agile Business....The Transition from Supply Chain to Alliance and Supply Networks....Designing an Argumentation-based Knowledge Management System for Logistics Operations....How to Develop and Implement a KM System....
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Permalink: Friday, February 22, 2008 3:08 PM
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Filed under BPM, business rules, km, soa, supply chain
Dovetail Daily Links 2008-02-05

Amdocs Deal Announcement....Tech Spending to Rise in 2008....SOA Consultants and T-R-O-U-B-L-E....Do'h! Dumb Enterprise Applications....Retailers Like KM....BPM Helps New Orleans
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Permalink: Tuesday, February 05, 2008 3:02 PM
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Filed under Amdocs Clarify CRM, BPM, enterprise applications, IT, km, soa
Dovetail Daily Links 2008-01-29

Development Tips for Dovetail Agent....Customer Brand Managers?....SaaS Means Business-to-Business....EDM, What Customer Interaction Management Needs....Why Europe is Beating the US in SOA....KM's past, KM's Future
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Permalink: Tuesday, January 29, 2008 1:43 PM
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Filed under CRM 2.0, development tips, dovetail agent, km, knowledge management, saas, soa
Dovetail Daily Links 2007-10-25

Enterprise Meta Story...Voice and Interactivity Connect Consumers...Winning End User Buy-In for Business Intelligence Tools...Military, Oil Industry Use BI to Avert Disasters...Is knowledge management bloated?....Adoption or Implementation

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Permalink: Thursday, October 25, 2007 2:30 PM
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Filed under bp, Business Intelligence, km, knowledge management, Wal-Mart, Web 2.0
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
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Filed under Clarify, CRM, CS&S, Customer Relationship Management, customer service & support, Customer Service and Support, Dovetail, Dovetail Software, km, knowledge management
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
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Filed under Clarify, CRM, CS&S, Customer Relationship Management, customer service & support, Customer Service and Support, Dovetail, Dovetail Software, km, knowledge management
Software Enables the Human Touch, Reveals its Power

The acronym CRM stands for “Customer Relationship Management”, and yet when it comes to the intangibles of customer service it has always been up against the prevailing slogan, “Conclusive Results Matter”. Salespeople have always lived by this mantra, they know that talk is cheap, that leads are nothing until closed, and that only performance counts. Added to this layer of first-time customer acquisition is the deeper and more subtle layer of customer retention, more bluntly called repeat business, and this is a world that salespeople don’t necessarily involve themselves in: the metrics of retention are often far removed from anything they can claim as performance.

“Most revenue systems focus on current period costs and revenues and ignore expected cash flows over a customer’s lifetime.” Beyond risk and compliance: Driving customer value

CRM software has developed along the lines of these underlying dynamics: the focus has been on customer acquisition. Changes in thinking that now lead the software into realms of service and support, and into providing a unique experience for each individual customer, derive more from the brutal facts of customer loss and subscriber churn than from any epiphany of good marketing. All this because analysts have been begging corporations for decades to look closer at retention. . . . .
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Permalink: Thursday, March 01, 2007 12:39 AM
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Filed under Clarify, CRM, CS&S, Customer Relationship Management, customer service & support, Customer Service and Support, Dovetail, Dovetail Software, km, knowledge management
SOA - Almost As Good As Dovetail

Service Oriented Architecture (SOA) resonates with executives throughout today’s business computing environment because it offers opportunities to improve business performance, with limited risk, incrementally, and at relatively low cost.

SOA offers increased flexibility, improved use of assets, alignment with business objectives, and reduced integration costs, but its adoption within the enterprise is by no means simple.

“Butler Group believes SOA represents a transformation in the way the organisation operates, and executive sponsorship is therefore vital, as seen from many successful SOA implementations. Internal politics is often a major contributor to difficulties with SOA, especially as services and resources are now shared” SOA Will Transform the Way IT and the Enterprise Interact by 2012, Says Butler Group

Corporate executives know that their primary mission is to keep the machine producing revenue, all the while that new courses of innovation and change are laid in. The upgrade or overhaul of major parts of the enterprise computing environment is a weighty matter, where miscalculation could conceivably bring the machine to a halt.
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Permalink: Wednesday, February 28, 2007 12:50 PM
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Filed under Clarify, CRM, CS&S, Customer Relationship Management, customer service & support, Customer Service and Support, Dovetail, Dovetail Software, km, knowledge management

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