Dovetail Software Blogs

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 ...