Stephen Lynn

August 2009 - Posts

  • Value of Software Maintenance & Support
    We pride ourselves on the value we provide our customers for maintenance and support, whether it is on our own software products, or on the Clarify software products we also support. I have written frequently about the level of service we provide, often citing customer examples to back up our claim. We are often asked by customers who are considering switching to our Clarify Help Desk Program why we are better than Amdocs. Here’s what we highlight - First, Dovetail charges considerably less than Amdocs charges for support. In tough economic times,...
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  • Permalink: Thursday, August 27, 2009 10:26 AM
    Posted by slynn | 0 Comments
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  • It's About Making the Customer Successful
    We have been accused of providing consulting work for free and it is an accusation I am quite proud of. While we are certainly in business to make money, it isn’t all about getting every last dollar from your customers. Take care of your customers, make sure they are successful, and ultimately you will achieve financial success. That is the Dovetail way. We pride ourselves on this approach and I have previously mentioned some examples. But a recent situation was more than just responding to a customer’s request. It was proactive consulting - providing...
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  • Permalink: Wednesday, August 12, 2009 8:37 AM
    Posted by slynn | 2 Comments
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  • Is SaaS for Everyone?
    I had previously written about The Risks Associated with SaaS . Now more on this subject from Michael Maoz, an analyst with Gartner. In his blog post, SaaS is Hype to Most of the World, Dear Western Cloud Watcher , Maoz writes about his conversations with business executives outside the Western world. These business executives asked some really tough questions about the benefits of SaaS and the TCO. “There were intense questions about the true total cost of ownership for complex installations. Simple/static activities like most of the activities...
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  • Permalink: Monday, August 03, 2009 3:27 PM
    Posted by slynn | 1 Comments
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  • So How Good is the Commitment of our Customer Support Personnel?
    I love talking about Dovetail’s Customer Support. I know it comes off sounding self serving, but if your customer support personnel were as dedicated to the customers as ours are, you would brag about them also. And since I always say “Actions Speak Louder Than Words”, let me use another recent example to demonstrate the level of commitment of Dovetail’s customer service. A couple of weeks ago, one of our customer support personnel (he prefers that I not name him) was at the hospital as his wife was in labor and about to deliver their new son. It...
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  • Permalink: Monday, August 03, 2009 11:00 AM
    Posted by slynn | 0 Comments
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