Dovetail Software Blogs

Customer Respect Management: It's About Time ''Time is money for your company. The same holds true for your customers. Respecting their time is an essential aspect of great customer service that leads to long-term customer retention. Failure to respect their time can result not only in the loss of customers, but also in angry outpourings in the ...

Is Customer Loyalty Dead? ''Are you more loyal to brands than you were 10 years ago? Are there any businesses that provide such a great product or service that you would never price-shop, and you'll declare your brand loyalty across your social networks? My guess is that you and your customers are much less loyal than you were in the ...

Contact Center Performance Thriving in the Recession ''Conventional thought would dictate that key performance metrics (KPI) measuring contact center performance would drop during the economic recession due to more stressed-out, grumpier individuals. According to a new study from CFI Group, the opposite rang true -- as it found the Contact Center ...

Top Tips To Build and Keep Customer Loyalty With CRM ''Customers typically interact with an organization at two key points: when they buy products or services, and when they need help. Meaningful and effective communication at these points is critical, but many CRM systems only provide a shallow view of the data that would really support a ...

The Excellent Opportunity Facing CIOs ''So it's been a great relief to see that, in spite of the ravages of the recession, strategic business innovation continues unabated as many companies right here, right now are rapidly reconfiguring their products and services to meet customer needs. And no one -- no one -- is better positioned to make that ...

Technology Investments in 2009: 3 Ways to Achieve More With Less''The economy has forced countless businesses to restructure, rethink strategies and reprioritize initiatives. Don't let a short-term, survival mindset cloud the long-term focus -- there are opportunities here. Aggressively negotiate SaaS contracts, keep an eye out for bargains, ...

Social Networking, ROI, Pricing Among '09 CRM Trends '''Due to multiple instances of software, disparate enterprise resource planning (ERP) systems, and poor data integration,' CRM applications can end up providing 'a fragmented view of the customer,' [Forrester Research analyst William Band] wrote. Forrester expects ...

The Value of Beautiful Code ''One of the arguments against outsourcing is that 'a vendor can't see the big picture, and will necessarily write inferior code.'  Either due to a poor understanding of the business context or, a poor understanding of the technical environment, or because they know (deep down) that they need to get it out ...

Customers Really Are the Lifeblood of Your Business ''It is a mistake to think that because a customer has expressed dissatisfaction with your product or service they will not come back to you. They will not return if you handle the situation badly. However, some of your most vociferous complainers could become your most loyal customers ...

ERP Implementation Surprises and How To Deal With Them ''The amount of time and expense required to eliminate all surprises is unjustified. An organization has thousands of business procedures. The new software has millions of lines of code. Design and Testing are important, but my rule of thumb is after two test cycles, the cost of the test ...