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  • Dovetail Links 2009-09-29

    Driving Response Through Customer Care ''There are only a handful of opportunities to build your brand outside of advertising -- point of sale, point of use, or when a customer has an issue are a few. Each of these instances creates a make-or-break moment. Provide a truly fantastic customer experience and your brand will flourish; provide a ...
    Posted to Dovetail Software (Weblog) by Dovetail Software on September 29, 2009

  • Dovetail Links 2009-03-22

    Good Service is Good Business '''Any customers you lose will be harder to replace, so it is advisable to deploy robust retention strategies. A recession is a Darwinian process, and there will be winners and losers, and one’s ability to retain their customer base is key to survival,' [said Tom Trainor, chief executive, Marketing Institute of ...
    Posted to Dovetail Software (Weblog) by Dovetail Software on March 22, 2009

  • Dovetail Links 2008-09-21

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    Posted to Dovetail Software (Weblog) by Dovetail Software on September 21, 2008

  • Technology will not create a customer-centric organization

    In a recent destinationCRM article, a couple of Oracle execs say: Transforming your business to a customer-centric organization starts with a CRM-focused services-oriented architecture. I have to disagree. While I concur that well-architected solutions will make it much easier to integrate multiple systems, software ...
    Posted to Gary Sherman (Weblog) by gsherman on September 10, 2007

  • A great example of usability improving the customer support experience

    The 37signals guys point us towards Twitter's use of HelpSpot's Help Desk software:   How do you help your helpdesk/support team give you the best support? Give them the information they need right from the start. I really like the simple, clear, and concise labels: This is what I DID This is what I EXPECTED to happen This is what ...
    Posted to Gary Sherman (Weblog) by gsherman on August 21, 2007