Dovetail Software Blogs

What does the future hold for CRM, and for the Forgotten Space of CS&S (Customer Service and Support)? Will the customer be better served? Will the customer-facing agent be better empowered? Let’s look at some of the forces at work. CRM is on the rise in enterprise budgets, but for the most part only as it changes; enterprises ...

CRM and CS&S – Breaking in the New Deployment An enterprise deploys a CRM suite in the first place to assist its business processes as they relate to the customer; it’s an especially sensitive time during the learning stages, as agents become familiar with new interfaces and procedures. Nowhere is this more critical than with ...

The same dynamics that drive today’s Web 2.0 – spectacular viral marketing coups, hugely prolific social networking, and pervasive user-generated co-creation – will work their effect on the processes of CRM, and those who “get it”, as always will flourish. So claims Vladimir Dimitroff at Ecademy, asking if it’s time for CRM ...