Stephen Lynn

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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
Filed under Dovetail Software, Clarify user, customer service and support
Record 1st Quarter Through Superior Customer Service

In one of our recent blog posts we wrote about how important great customer service is to keeping your current customers during these difficult times. Our just completed first quarter speaks towards the importance of great customer service. We had a record first quarter for Dovetail Software. Customer Service had a lot to do with this. First, we had a 100% renewal rate with all our current customers. Added on top of this, we secured a number of new support customers from one of our competitors. Why were we able to achieve this? Two reasons: 1) We...
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Permalink: Wednesday, April 08, 2009 6:11 PM
Posted by slynn | 1 Comments
Filed under Dovetail Software, Clarify user, CRM, customer service and support
Maybe Amdocs Should Call Dovetail for Clarify Support

Last week, I blogged about a recent support issue an Amdocs customer was facing. They had contacted Amdocs, but couldn’t get assistance. We helped the customer solve the problem even though we have no support agreement with that customer. Well, we are at it again. Last week, Jorge posed a question on ITtoolbox for the Clarify experts. Seems Jorge “ tried Amdocs' tech support but they said it would require an enhancement ($$$) of their doing.” Not content to have another Amdocs customer go away unhappy, Gary Sherman solved Jorge’s issue. You can...
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Permalink: Monday, February 16, 2009 6:29 PM
Posted by slynn | 2 Comments
Filed under Dovetail Software, Clarify user, CRM, customer service and support
Dovetail Rescues Another Amdocs Customer

How often do you hear how important customer support is to a company? Furthermore, how often do you also hear that “We provide world class support”? Phrases used often by companies. We at Dovetail also believe we provide “world class support”, but we also believe that Actions Speak Louder than Words. Therefore, I always like examples where we can back-up this claim with Actions; even better when this support is provided to an Amdocs customer who can’t get satisfaction from Amdocs, but we at Dovetail are able to help. This week at ITToolbox, an Amdocs...
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Permalink: Tuesday, February 10, 2009 8:11 PM
Posted by slynn | 1 Comments
Filed under Dovetail Software, Clarify user, CRM, customer service and support
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
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 Dovetail Software, Clarify user, CRM, customer service and support
Dovetail Providing Clarify Help - Is it a Risk?

I wish I could take credit for all the ideas I communicate, but I can’t, and I have our customers to thank for many of the good ideas we get. We’re lucky that our customers take such an interest in helping us. On a recent trip, I visited a prospect in the morning and we were discussing the possibility of Dovetail taking over their Amdocs support. The senior executive was concerned about the “what if?”. Specifically, “While we may save money from moving our support to Dovetail, what if we have a “real” problem. You don’t have the Amdocs source code,...
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Permalink: Thursday, February 14, 2008 9:50 AM
Posted by slynn | 1 Comments
Filed under Dovetail Software, Clarify user, CRM, customer service and support
Assistance for Dovetail and Clarify Users

As I said in one of my previous blog posts , we are often accused of providing free consulting as part of our normal customer service and support (a great problem for our customers). This occurs when our customers call us with a question, through suggestions provided via our Company blog , and even through CRM forums such as the ITtoolbox Clarify User Group . And for those of you who follow me , you know that I believe that Actions Speak Louder than Words, so let me utilize two recent examples from Gary Sherman to validate my claim. The first occurred...
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Permalink: Wednesday, September 05, 2007 6:57 PM
Posted by slynn | 0 Comments
Filed under Dovetail Software, Clarify user, CRM, customer service and support
Actions Speak Louder than Words – Customer Service

I am accused of having many mottos I live by. Sometimes, I think both my family and my employees are tired of hearing me quote these. One of my favorites is “Actions Speak Louder than Words”. Let’s relate this motto to a critical area, Customer Service. Most companies will tell you how important customer service is to them, and keeping their customers happy is paramount to them. However, often when you investigate further, you find that while they say this, their actions don’t follow their words. We at Dovetail also say that customer service is...
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Permalink: Saturday, September 01, 2007 5:16 PM
Posted by slynn | 3 Comments
Filed under Dovetail Software, 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

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