Stephen Lynn

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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 Dovetail Software, forgotten space, Clarify user, CRM, customer service and support
The Forgotten Space

We have coined the area of Customer Service and Support (CS&S), "The Forgotten Space" . In my 2 years as CEO of Dovetail Software, I have spent a lot of time “observing” the marketplace and there are signs everywhere of how CS&S just doesn’t get the same attention that other areas of CRM does. Interestingly, I find that CEOs and other executives of large companies “talk” about how important the customer experience is to them. However, I am a believer in the phrase, “Actions speak louder than words”, and everywhere I look, I see little action...
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Permalink: Wednesday, June 20, 2007 12:13 PM
Posted by slynn | 2 Comments
Filed under Dovetail Software, forgotten space, Clarify user, CRM, customer service and support
A Message From Dovetail Software CEO Stephen Lynn

We started the Dovetail blog at the beginning of the year, and to be honest, I didn’t know what the reaction might be from the Dovetail/Clarify community, or how our employees would act in their role as company spokespeople. We had numerous discussions within the company in regards to corporate policing of employee posts and employees believing that the true value of the blog was keeping it open without company monitoring. I checked what other companies were doing, and even read Robert Scoble and Shel Israel’s book, Naked Conversations , looking...
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Permalink: Thursday, June 14, 2007 5:32 PM
Posted by slynn | 2 Comments
Filed under Dovetail Software, forgotten space, Scoble, Clarify user, CRM, CRM software development, customer service and support

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