Dovetail Software Blogs

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 ...

Business Intelligence: A Technology Category in Tumult ''No one can deny that the market for business intelligence applications is hot. An Aberdeen Group survey found that the number-one technology spending item for companies was 'reporting and analytics' in 2007.'' Business Intelligence Is Mission-Critical, for CRM and Others According ...

Business Intelligence: Sifting Through the Data Sands With 'Data Preparation for Analytics' ''Analysts and students in business and other disciplines may benefit from Data Preparation for Analytics Using SAS, edited by Gerhard Svolba. They can find many tips to how and what kind of analyses need to be done. The author put forward his ...

BI Top Performers Take Long-Term View of Customer Data ''A desire to gain greater visibility into their customers’ behavior is leading retailers to adopt business intelligence. Nearly 70 percent of retailers recently surveyed by the Aberdeen Group already use BI tools while another 26 percent plan to invest in BI. The ability to react ...

Stupid Systems, Bad Customer Service ''BusinessWeek had a great article on customer vigilantes last week - Consumer Vigilantes. The inability of companies to provide decent customer service has become more and more of an issue in recent years. Partly this is due to off-shoring and cost-cutting, but I believe the stupidity of ...

Amdocs, IBM To Expand Global Relationship To Deliver Improved Customer Experience ''Amdocs Ltd. (DOX) and IBM (IBM) revealed that they have decided to enhance their global relationship to help service providers deliver significantly improved customer experience. The recently announced Amdocs Service Provider Information Management Solutions ...

Amdocs Launches New Portfolio of Services to Support Delivery of Customer Experience Systems ''One of the new services from the Oxford University partnership is the Customer Experience Maturity Assessment. This assessment helps providers measure the level to which their current customer experience is impacting their customer base, as ...

BPM, SOA, and the Swing Voters ''Many articles that I have read speak about the complexity of BPM and SOA technologies. In my experience, the most complex part of implementing these enterprise wide initiatives is dealing with change. And the number one way to address change is to have a solid communication plan. But is a good communication ...

And I Suppose VRM is the New Customer Service ''A heads up for folks who are interested in learning more about (a) customer service and support, (b) marketing or (c) Vendor Relationship Management (VRM) -- I'll be leading a workshop session at the 'Customer Service is the New Marketing' conference next Monday here in SF.'' How Best-in-Class ...