Dovetail Software Blogs

Yesterday we said that as a company strips out the barriers and obstacles between itself and its customers, it approaches closer to the ideal of customer service, which already exists perfectly in the customer mind. We said you could see this reinvention happening by judging the goods and services that the company produced. Seth ...

There is a flurry of cautionary stories at the moment warning that hosted services may not be worth the dependency they create. Dovetail Software has long given the Clarify install a viable alternative to on-demand options, with an on-premise deployment that combines the best of both worlds. There should really be little surprise to ...

For the Clarify CRM owner, the advent of Dovetail Software applications was a fundamental step along the path to extensibility that the rest of the CRM industry has been treading with equal relief. A great deal of customer service and support (CS&S) flows through the contact center, and the technology changing the center has an ...

The future development path of CRM is undoubtedly tied to the business goal of constructing a customer-centric culture. The future of IT itself is challenging and exciting. Two commentators today feature in our links column, both lauding the pivotal value of IT in the success and even survival of the enterprise. Michael Kavis, an ...

Dovetail CRM now incorporates knowledge management capability that delivers KNOVA’s suite of Intelligent Customer Experience applications. Knowledge management is an easy area for the enterprise to achieve mediocre attainments, and this is because technology is only part of the story. The way you deploy and integrate the system with ...

As business rules become separated from application logic, and companies wrestle with developing agility, the times are reminiscent in a way of the evolution of the Internet, and the early attempts to separate content from medium. The most visible success from this was the development of the blog as a content management system. Once ...