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Dovetail Links 2008-07-16

Business Intelligence: Software Helps Decision Makers....Firms Seek Out Disgruntled Customers on the Web....Using Business Process Models as the Source for Software Requirements....What is Global Enterprise Architecture?....Enterprise Decision Management and the Software Development Lifecycle
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Permalink: Wednesday, July 16, 2008 6:30 PM
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Filed under software development, Business Intelligence, social media, enterprise decision management, business process modeling, global enterprise architecture
Reviews

Customers affect how you're perceived and ultimately how you act, by talking about you in a forum or on their own blog. Assuming you join in, pretty soon you have a relationship going. This is important to every enterprise with some kind of constituency or customer base. Customers have changed, as everybody now knows. And customer reviews, says one stream of thinking, are the new product feature sheet.
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Permalink: Monday, December 10, 2007 9:30 AM
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Filed under Customer Service and Support, Web 2.0, social media, social network, customer reviews
Robert Scoble Interviews Jackie Bassett: Part Two

As the talk in last week’s videocast interview between Robert Scoble and Jackie Bassett progressed, it turned inevitably to the subject of blogging, social media, Web 2.0. CEOs want to deploy Web 2.0 tools, but need CIOs to tell them how to do it, and to explain the payoff. CEOs find it hard to analyze technological innovation without leadership and plain talk about revenues from CIOs.
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Permalink: Friday, December 07, 2007 9:30 AM
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Filed under Dovetail Software, innovation, CIO, social media, CEO, Robert Scoble, Jackie Bassett
Daily Dovetail Links 2007-09-24

IT Can Lead....Enterprise Architecture is the next Hot Job....Can Dell Out Market HP with a New Media Based Approach?....Enterprise Architecture: breaking out of IT....Risk management is key....Why the platform is important....IT Leadership Strategy: How to Provide World-Class Help Desk Support
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Permalink: Monday, September 24, 2007 11:18 AM
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Filed under software development, social media, Enterprise architecture, risk management, IT leadership, new media
Daily Dovetail Links 2007-08-15

Integration Still Key to the Contact Center....Emergency 2.0 and Social Software - Making Enterprise 2.0 Really Matter....What the Web Strategist should know about Facebook....Citrix enters virtualization space....Sales Effectiveness Through Knowledge....Bank, Retail Call Centers Top Satisfaction Survey....India's HCL Rides Global Contracts to Double Net Profits
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Permalink: Wednesday, August 15, 2007 11:34 AM
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Filed under social media, collaboration, Enterprise 2.0, contact center, offshoring, knowledge base, citrix
The Best Policy

The authentic voice of a company is the one that its customers want to hear, but those customers also want it to sound coherent, consistent, and confident of the truth it speaks. This can take some management when a company allows all its employees a public voice.
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Permalink: Thursday, August 09, 2007 2:16 PM
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Filed under Dovetail Software, Web 2.0, social media, customer centricity, Clarify CRM, employee blogging
Daily Dovetail Links 2007-08-08

Users Versus the Firewall....SOA & BPM....Front office trends hard to miss....First Call Resolution: The Ultimate Goal....The Real Global Technology Challenge....Consistent Messaging vs Human Words....The Internet Doesn't Exist
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Permalink: Wednesday, August 08, 2007 10:36 AM
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Filed under soa, social media, outsource, change management, collaboration, network effect, security, contact center, CRM integration
Daily Dovetail Links 2007-07-13

Dovetail Software Knowledge Management....Microsoft readying Channel 8....Enterprise 2.0 - We, The Producers, Finally Making It Happen!....VARs still have Long Reach in small business market....Root Kit DRM company gets sued....What is 'business' architecture?....Blending Live and Virtual Operators
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Permalink: Friday, July 13, 2007 11:13 AM
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Filed under customer service, social media, Enterprise 2.0, Enterprise architecture, call center
Innovation Driven By Tools

What are some of the collaboration tools that IT can deploy for its company?
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Permalink: Thursday, June 21, 2007 4:04 PM
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Filed under CRM, ITtoolbox, forrester, innovation, social media, collaboration, IBM
Daily Dovetail Links 2007-06-08

Knowledge and Human Resource....Motorola Hands Over the Retail Scanner....Looking for Loyalty Through Online Banking Tools....Wikis in Plain English....Knowledge is more than just connections....So is There a Tech Talent Shortage or Not?....Frequent fliers air beefs in chatrooms - and airlines are paying attention
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Permalink: Friday, June 08, 2007 1:55 PM
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Filed under loyalty, Wiki, blog, banking, social media, IT employment

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