Dovetail Software Blogs

Why do I say this? Because I constantly see what the CRM media focuses on and how the executives within companies treat their customer service and support organizations. It is a sad commentary about how the CRM media treats what is still the largest segment (according to Gartner) of CRM – Customer Service & Support (CSS). And if the media, and ...

In canvassing the Dovetail and Clarify community on their needs and wishes, one area that continually comes up is a better search capability. Users fall into two camps. The first group has muddled through using Fulcrum or Hummingbird, and is extremely frustrated by its limitations and complexity. The second group attempted to use Fulcrum or ...

I wish I could take credit for all the ideas I communicate, but I can’t, and I have our customers to thank for many of the good ideas we get. We’re lucky that our customers take such an interest in helping us. On a recent trip, I visited a prospect in the morning and we were discussing the possibility of Dovetail taking over their Amdocs support. ...

As I said in one of my previous blog posts, we are often accused of providing free consulting as part of our normal customer service and support (a great problem for our customers). This occurs when our customers call us with a question, through suggestions provided via our Company blog, and even through CRM forums such as the ITtoolbox Clarify ...

I am accused of having many mottos I live by. Sometimes, I think both my family and my employees are tired of hearing me quote these. One of my favorites is “Actions Speak Louder than Words”. Let’s relate this motto to a critical area, Customer Service. Most companies will tell you how important customer service is to them, and keeping their ...

We have coined the area of Customer Service and Support (CS&S), ''The Forgotten Space''. In my 2 years as CEO of Dovetail Software, I have spent a lot of time “observing” the marketplace and there are signs everywhere of how CS&S just doesn’t get the same attention that other areas of CRM does. Interestingly, I find that CEOs and other ...

We started the Dovetail blog at the beginning of the year, and to be honest, I didn’t know what the reaction might be from the Dovetail/Clarify community, or how our employees would act in their role as company spokespeople.We had numerous discussions within the company in regards to corporate policing of employee posts and employees believing ...

Stephen Lynn, CEO of Dovetail Software, offered his first message to the Dovetail/Clarify user community today, and praised the employees of the company for their numerous helpful posts in their own blogs:We started the Dovetail blog at the beginning of the year, and to be honest, I didn’t know what the reaction might be from ...