Stephen Lynn

  • 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
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  • 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
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  • 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
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  • 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
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  • 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
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  • 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
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  • 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
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  • 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
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  • 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
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  • Practice What You Preach
    Just image, a company whose business is developing CRM software for Customer Service & Support who doesn’t provide great support themselves. What a contradiction! Lucky for Dovetail and its customers, this situation doesn’t exist. Utilizing my favorite motto, “Actions Speak Louder than Words”, let me cite a recent example that demonstrates Dovetail’s commitment to world-class customer service. A customer opened a support case. We quickly solved the customer’s problem and closed the case. Later that day, the person who handled the support case...
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  • Permalink: Monday, February 11, 2008 10:20 AM
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