Dovetail Software Blogs

Dovetail Software Blogs: Looking for the Customer “Companies remain fixed in the glare of top line revenues rather than bottom line profitability. This is why a decade of CRM has failed to repair the deficiencies in customer service. The faults lie principally in the accounting assumptions of business, but are mirrored in ...

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 ...

The enterprise has two main streams of data that it can capture and turn into wealth: data from the specific open case with a customer, and data in the aggregate, from the conversation occurring between the customer base and the company. The retailer Best Buy is widely studied for its development path with customer analytics. It is ...

Dovetail Software Blogs: The Courage-Centric Corporation “Today’s corporation, having survived countless threats from the markets of the past, now faces perhaps its greatest challenge ever, simply trying to face its customers. Becoming a customer-centric company requires a great deal of executive courage – there is no other ...

Dovetail Software Blogs: IT Must Move Forward “If IT fails to transform its culture into a business it may become irrelevant. IT must also begin to learn how the top layer thinks, and what it wants. The greatest help here will come from the free flow of information through the management layers – enter Web 2.0 social ...

Dovetail Software Blogs: Integrate With Dovetail “IT has a special challenge with integration, when the boundaries of technology systems are different from departmental turf. Integrating computing systems with each other is a complicated enough business technologically, but it brings great rewards in terms of ...