Dovetail Software Blogs

Dovetail is always staying on top of current events and conferences in the CRM world. Below is a list of CRM industry events we find interesting.  If you have attended any of these events in the past, or plan to attend this year, please add a comment below. ...

Yesterday, we pondered if it's time for companies to invest in a social media strategy. Now thanks to the Internet and sites like YouTube, more and more customers are making vengeance theirs with just a click. No more lines. No more phone trees. No more complaining to only 20 people about lousy customer service. In an instant customers can ...

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 ...

Boost Customer Satisfaction, Now ''Yes, the economy is in the tank and companies of all sizes are reducing or, in some cases, eliminating ''nice to have'' activities and expenditures. But customer satisfaction programs and solutions should not be lumped into this category. Now is not the time to dial back on ensuring positive customer ...

I recently received a request asking how to migrate some data (specifically, cases) from Clarify into Zendesk. Seems the company is in the process of turning off Clarify and rolling out Zendesk.     It’s all about the APIs We provide a full set of APIs for Clarify within our Dovetail SDK, and Zendesk also provides a set of APIs. ...

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 ...

One of the reasons our customers move off of our competitors’ software is because it is easy to migrate from other solutions to Dovetail CRM. Our development staff thinks like customers, so they develop from the perspective of the customer, i.e., how to make their jobs easier. There is nothing like testimonials from our customers, so hear is our ...

We have been accused of providing consulting work for free and it is an accusation I am quite proud of. While we are certainly in business to make money, it isn’t all about getting every last dollar from your customers. Take care of your customers, make sure they are successful, and ultimately you will achieve financial success. That is the ...

I had previously written about The Risks Associated with SaaS. Now more on this subject from Michael Maoz, an analyst with Gartner. In his blog post,  SaaS is Hype to Most of the World, Dear Western Cloud Watcher,  Maoz writes about his conversations with business executives outside the Western world. These business executives asked some ...

Contact Center Performance Thriving in the Recession ''Conventional thought would dictate that key performance metrics (KPI) measuring contact center performance would drop during the economic recession due to more stressed-out, grumpier individuals. According to a new study from CFI Group, the opposite rang true -- as it found the Contact Center ...