Stephen Lynn

What do Dovetail Software Customers Think of Our Customer Service?

Scott Hornstein , co-author of the book Opt-In Marketing , recently penned A Novel Concept: What Do Customers Think of Customer Service? for Sales and Marketing Management and his column does indeed raise a somewhat novel concept. That is, he conducted a Q&A with the most important people in business, the customers to find out what they really think. Writes Mr. Hornstein, "We discuss CRM and customer service issues from a lofty position. We speak of strategies and processes and successes—the articles and case histories I find are largely congratulatory....
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Permalink: Thursday, October 02, 2008 12:37 PM
Posted by slynn | 0 Comments
Filed under CRM, customer service and support, Dovetail Software
The CRM Media Just Won’t Give Customer Service & Support Any Respect

Why do I say this? Because I constantly see what the CRM media focuses on and how the executives within companies treat their customer service and support organizations. It is a sad commentary about how the CRM media treats what is still the largest segment (according to Gartner) of CRM – Customer Service & Support (CSS). And if the media, and the analysts who work with the media, won’t give them any attention, why do we believe that company executives will. Let me cite two recent examples. destinationCRM did a Best Practices on Mobile CRM ....
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Permalink: Sunday, September 14, 2008 9:01 PM
Posted by slynn | 0 Comments
Filed under Clarify user, CRM, customer service and support, Dovetail Software, forgotten space
Our People Make the Difference

Our goal is to provide the best software possible to our customers and even better customer support. To do that, you need the right people – those dedicated to serving the customer and committed to advancing their own knowledge, often on their own time. That is the culture we have created at Dovetail Software, and I am quite proud of all our employees. Our employees are constantly reading, networking, and chatting with leading-edge technologists to make sure they are up to speed on what is driving the industry and to improve their own knowledge....
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Permalink: Friday, June 20, 2008 6:29 PM
Posted by slynn | 0 Comments
Filed under Agile, Agile Development, CRM software development
Dovetail Seeker to the Rescue

In canvassing the Dovetail and Clarify community on their needs and wishes, one area that continually comes up is a better search capability. Users fall into two camps. The first group has muddled through using Fulcrum or Hummingbird, and is extremely frustrated by its limitations and complexity. The second group attempted to use Fulcrum or Hummingbird, but gave up and now uses nothing. Well, we have the answer - Dovetail Seeker. Dovetail Seeker is a simple to use search tool that mimics much of what we have all come to love about Google. It allows...
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Permalink: Friday, June 06, 2008 11:27 AM
Posted by slynn | 3 Comments
Filed under Clarify user, CRM, customer service and support, Dovetail Software
The Forgotten Space Continues (Unfortunately)

I recently read an article that announced an expansion of the relationship between SAP and RIM (owners of the Blackberry) SAP + RIM = CRM2Go . The writer states, “ As a result of what one SAP executive called "co-innovation," a version of the latest SAP CRM software has been rebuilt to natively integrate with the BlackBerry.” Since we have also been working on a remote capability of our CRM product utilizing Twitter , I read the article with interest, seeking to learn anything that might improve our solution. I also checked out the RIM press release,...
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Permalink: Monday, May 19, 2008 7:55 PM
Posted by slynn | 1 Comments
Filed under CRM, customer service and support, Dovetail Software, forgotten space
Customer Satisfaction – Saved by a Technicality

Maybe I am missing the goals airlines are trying to achieve with their frequent flyer programs. I thought they were trying to attract loyalty among their frequent fliers and recognize them with a few extra perks (besides free trips), like boarding the plane first, or having your own phone number for service. I guess what I was asking for in return for my loyalty was too much. Let me explain. I just attended the Service & Support Professionals Association (SSPA) Conference in Santa Clara. Ironically, at this conference I listened for two days...
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Permalink: Wednesday, May 07, 2008 9:28 PM
Posted by slynn | 0 Comments
Filed under customer service and support, Dovetail Software
Swim Naked or Provide Good Customer Service in Bad Times

While the U.S. suffers through declining home prices and rising unemployment, the Nero 's of economics are tuning up their fiddles while trying to determine if we're technically in a recession. Forbes reported this week that , "Regardless of the GDP numbers, data show unambiguous signs of a struggling economy. For homeowners watching prices drop, for the newly unemployed or for businesses with low corporate profits, the current debate over whether the economy is in recession is largely meaningless. What these people want to know is simple: When...
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Permalink: Friday, May 02, 2008 8:22 AM
Posted by slynn | 0 Comments
Filed under CRM, customer service and support, Dovetail Software, forgotten space
Customer Service – The Right Way and the Wrong Way

Being in the business of selling CRM software utilized by customer service and support organizations, I am constantly observing the way companies support their customers. Let’s look at two companies in action. I stay in a particular hotel frequently and know many of the staff. As I walked into the lobby last week, I noticed a car with a flat tire parked in one of the handicapped parking spaces. An elderly couple was standing outside their car chatting with the front desk manager while the maintenance man from the hotel was changing the flat tire...
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Permalink: Wednesday, April 16, 2008 9:00 AM
Posted by slynn | 0 Comments
Filed under CRM, customer service and support, forgotten space
Take Care of Your Customers

We had a recent incident that I think speaks towards Dovetail’s approach to providing superior customer service. One of our newer customers was doing some custom development work utilizing our Dovetail CRM product and they ran into a situation where they were stuck. So they contacted their sales person via an email and inquired about whether they could purchase consulting services to help them complete their customizations. The typical salesperson approach, and a company only worried about the almighty dollar, would have immediately taken the order...
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Permalink: Thursday, March 27, 2008 10:13 AM
Posted by slynn | 0 Comments
Single Vendor or "Best of Breed"

I have talked to a number of companies who have been analyzing their current enterprise software systems structure. Their struggle - Utilize a single vendor to provide all of the enterprise’s needs or choose a "best of breed" approach. Complicating this analysis is that there is a further debate between using a single CRM vendor for all of a company's CRM needs vs utilizing a “best of breed” approach to the various CRM requirements. I might add, this isn't a new debate; it is one that goes back probably a decade or more. I have found the proponents...
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Permalink: Wednesday, March 26, 2008 9:08 AM
Posted by slynn | 0 Comments
Filed under CRM, CRM software development, customer service and support, Dovetail Software

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