Dovetail Software Blogs

There is a flurry of cautionary stories at the moment warning that hosted services may not be worth the dependency they create. Dovetail Software has long given the Clarify install a viable alternative to on-demand options, with an on-premise deployment that combines the best of both worlds. There should really be little surprise to ...

Dovetail Software Blogs: Hospitals Learn CRM Pitfalls “Hospitals, as we reported recently, are feeling the same pull to improved customer service that all industries are feeling, and are turning to CRM and related systems for solutions. As a late adopter, the patient-care institution can learn from the trials and errors of ...

One of the great features in Dovetail Software’s Email Manager (and there are many) has always been its ability to query and update the Clarify database via email. Often seen as a case-resolution advantage, it now shows how well it dovetails into today’s growth of business intelligence requirements. Business intelligence capability ...

“For many institutions, the stringent requirements of Sarbanes-Oxley have forced them to change the way they handle multi-channel customer contacts. Our clients, such as ADP, e*Trade and Union Bank of California, have found Dovetail CRM and EmailManager have helped them meet ever tougher regulatory requirements while improving ...

Where is CRM headed? Recently CRM Buyer put this question to a half-dozen CRM vendors, to gain a summary view of where the industry thinks it’s going in the next few years. For full detail see CRM Execs: Where Is the Industry Headed? The first point to become clear was that the role of CRM has changed, and so has ownership of its ...

There’s no point having a business if you have no customers. Without customers, you might as well go shopping yourself, and perhaps remember what it’s like to be a customer. It seems obvious in theory that companies would remember the importance of customers to their business, especially given the massive effort they expend trying ...

Knowledge only works when it’s in motion – being consumed, or expressed, or else being analyzed, sorted and ordered. The data components of knowledge arise out of motion, and are captured by information systems. The greatest technical challenge for the development of enterprise-wide knowledge management lies with integration of ...

Information that doesn’t fall into the right person’s hands at the right time is money left on the table. We’ve written at length about integration across the computing environment enterprise-wide, and how important it is – indeed, how it constitutes one of the IT grails at present. At the infrastructure level, integration supplies the free ...