Dovetail Software Blogs

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What’s Your Customer Strategy? ''According to Gartner managing vice president Scott Nelson, companies need to select one primary strategy and stick with it. Sure, you may cut costs while deepening customer relationships, but ultimately, if building relationships is your primary aim, it will take you down a different path of strategy, ...

CRM and the Enterprise 2.0 Challenge ''What is the potential opportunity for Web 2.0 technologies in the enterprise space? A whopping US$4.6 billion by 2013, according to a tally Forrester Research arrives at in a report released earlier this year. Spending on Web-based enterprise technologies, including social networking, RSS (really simple ...

Good news (sort of) this week for customer service and support. The American Customer Satisfaction Index (ACSI) issued a release that touted ''Customer Satisfaction Halts Slide, Glimmer of Hope for the Economy?'' (download PDF). For the first time in a year, the index rose by .04%, with high end hotels out-performing their budget competitors and ...

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 ...

Extreme Customer Service & Support: When Employees Picket for Customers ''What happens when there's a disconnect between senior management and front-line staff on customer issues? Verizon recently found out the hard way that it could get very public very quickly.'' Why Enterprise Architects Need to Support the Role of Technical Lead... ...

The Burdensome Costs of Customer Justice ''The inability of a business to provide competent, secure customer service is damaging to more than just revenues. Besides the direct monetary losses that come with customer lawsuits, businesses typically end up having to belatedly invest in employee training, security and information ...

Customer Service: Verizon Workers Plan Picket Over Customer Service ''Verizon employees in Tampa, Fla., are planning an informational picket to let the public know they aren't happy about the way they're being asked to do their jobs. The call center and repair workers say they're being asked to put sales over service.'' If Warren Buffett ...

MS Aims for ERP Software That Makes You Happy ''Microsoft hopes its efforts to improve the usability of its Dynamics ERP (enterprise resource planning) software can give it a boost in taking on more-established rivals like SAP and Oracle. Jakob Nielsen, principal user experience manager for Dynamics at Microsoft, told an audience at the ...