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Dovetail Daily Links 2008-01-25

Search...Software Handyman?!?? Not at all. Software Itelf Is Math And There Are Engineers And Scientists...Opening New Avenues for Data...Can Sales and Marketing Ever Get Along?...IT Business Skills Training...Fix the System and Keep Customers Happy
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Permalink: Friday, January 25, 2008 1:30 PM
Posted by Dovetail Software | 0 Comments
Filed under software, marketing, search, IT business, data, customers, sales, math
Dovetail Daily Links 2007-12-04

Speech Analytics in Call Centers...Making All Software Into Tools Reduces Risk...Installed Software Strikes Back...The Democratization of Technology...Understanding Risks and Opportunities...Why IT goes wrong
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Permalink: Tuesday, December 04, 2007 1:30 PM
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Filed under technology, software, IT, speech analytics, risks, opportunities
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. 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. . . .
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Permalink: Friday, March 02, 2007 2:47 PM
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Filed under software, CRM, Customer Relationship Management, customer service & support, change
The Dovetail Story

Rising Star
Dovetail Software’s story began in the mid-1990s as First Choice Software, a critical technology partner with Clarify, by then the world’s second-largest producer of Customer Relationship Management (CRM) software.

Into this vastly burgeoning field, Dovetail brought its rapid deployment of innovative, custom enhancements for Clarify end-users, and this matched Clarify’s desire to enlarge its technical competence and breadth of product.

But Dovetail was distinguished by its design philosophy: take a custom problem, make a universal solution. Instead of making one-off enhancements, Dovetail created products that every Clarify user could use.
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Permalink: Monday, January 08, 2007 7:54 AM
Posted by admin | 1 Comments
Filed under software, CRM, Dovetail Software, Amdocs Clarify, Customer Service and Support, CS&S
Customer Service and Support – The Forgotten Space

In the world of Customer Relationship Management (CRM) enterprises are beginning to wake up to the fact that Customer Service and Support is an important part of their business. Customer Service and Support automates service requests, complaints, product returns and enquiries. This is the necessary walk that follows the talk of sales, the place where one slip throws away all the money spent on acquisition costs of customers, as they abandon the enterprise, dissatisfied, never to return, and tell all their best friends why. This decade has seen the...
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Permalink: Thursday, January 04, 2007 10:12 AM
Posted by admin | 4 Comments
Filed under technology, software, CRM, Dovetail Software, Amdocs Clarify, CSS, Customer Service and Support

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