Dovetail Software Blogs

...continued from Part 1  Consider Amazon.com. In thinking of Amazon, a shopper is perhaps more likely to have an image of a UPS van coming to the door than any part of the company’s design brand. Who even remembers what Amazon’s homepage looks like? We think of the reviews: we think of the service performed, the value of the ...

Part One On the homepage of the Dovetail Software website it says, “Today, businesses need to differentiate themselves with memorable customer service and support.” Gartner vice president Mark McDonald, from an article yesterday at ZDNet, gives a similar summary of the state of play in business: “Success ...

Sorry, we couldn’t resist the title, but imagine what can be achieved if the traditional chasm between the CIO and the CFO can be bridged in common cause for customer service. If IT can build systems that measure the increase in top-line revenues from improved customer service, this would be an outcome beyond most of the CRM ...

With all the talk about IT becoming a business catering to its customers, CIOs and CTOs may dread the need to learn their new profession of marketing. But don’t despair! It’s easier than you think. Marketers often fail so miserably at their own best practices that it may actually be easier for the pragmatic technologists of IT to ...