Dovetail Software Blogs

Customer Respect Management: It's About Time ''Time is money for your company. The same holds true for your customers. Respecting their time is an essential aspect of great customer service that leads to long-term customer retention. Failure to respect their time can result not only in the loss of customers, but also in angry outpourings in the ...

A Worldwide Cauldron of Disloyalty, Dysfunction and Disconnects: Business To Business Customer Service ''Many of these businesses providing customer service grade their service quality much higher than their customers do. Credibility gone. These businesses also under perform in delivering the support services their customers value most. Customer ...

Top Tips To Build and Keep Customer Loyalty With CRM ''Customers typically interact with an organization at two key points: when they buy products or services, and when they need help. Meaningful and effective communication at these points is critical, but many CRM systems only provide a shallow view of the data that would really support a ...

Customer Experience Management: Rx for the Top and Bottom Lines ''CEOs across companies and industries have become focused in 2008 on the critical role that customer experience plays in keeping their companies competitive and driving profitability. These same CEOs are challenging their CMOs to move beyond CRM (a transactional, ...

CRM will continue to be an unsatisfying investment to executives until it enlarges its focus to include customer service and support. Merging analytics and the customer loyalty paradigm into the sales force automation model disguises the fact that enterprise culture doesn’t really understand customer service, and remains tightly ...