Dovetail Software Blogs

As the talk in last week’s videocast interview between Robert Scoble and Jackie Bassett progressed, it turned inevitably to the subject of blogging, social media, Web 2.0 – as all enterprise technology discussions must turn nowadays. Jackie said that at her latest CEO conference in October, out of all the subjects under discussion, 56 CEOs ...

Most CIOs leave their companies after 18 months on the job, and more often than not they don’t jump, they’re pushed. On the other hand, there are twenty CIOs in this entire world who are so valuable to their companies that they make over $5 million per year. How do the other CIOs get to this exalted place at the corporate table? Jackie ...

APIs for Clarify''At this point it was clear the user had some work in front of him whichever way he turned [...] Reusable code is the administrator’s friend, and a handy API can make a lot of friends for a company.''The architecture of participation: or, Nobody is as clever as everybody ''The Centre for Learning & Performance Technologies ...

Product Comes from Process''Dovetail CRM thin clients seamlessly replace the existing Amdocs Clarify applications, and as we have often documented, what happens next feels like magic dust thrown in the air when customer-facing agents come to work and open what seems like their old programs, except suddenly on steroids.''How does this happen? ...

CRM and the Contact Center''Contextual assessment of customer needs in real time are the principal target of evolving customer service, more accurate than historical data derived from warehouse mining. Plainly put, it doesn't matter what customers have always done or what they say they want, what matters - and has proven more valuable to the ...

Clarify Rule Manager: The Final Answer ''Unfortunately the information is not quite enough to load in just the rule and actions that might have changed. Rule title is not enforced to be unique in the database (it is only enforced to be unique in the same rule set). As a result Clarify's RuleManager dumps and reloads all rules and actions when ...

In a technology world coming apart at the seams - that's a good thing by the way, and of course we mean decoupling in general - the question comes up, how big a culprit is IT itself in the complicated nature of enterprise evolution? Minimalist Andrew Clifford in his blog at ITtoolbox admits to multiple heresies, cheerfully, and can't help but ...

Dovetail Software : How Open Should Web 2.0 Tools Be? ''If your company decides to create a wiki – whether it’s for internal use or customers or both – who should have access to it? What controls will you need to put in place? How open should you make your company wiki? Valuing IT Assets''Knowing the value of IT assets may well be a Good ...

We’re always thinking about innovation here at Dovetail. This week we’ve been talking about innovation in relation to cost and investment. Editor Diann Daniel at CIO.com addressed this very issue in an interview with James P. Andrew of Boston Consulting Group, continuing her coverage of the 2007 BCG innovation survey. The survey queried ...

...continued from Part 1  Consider Amazon.com. In thinking of Amazon, a shopper is perhaps more likely to have an image of a UPS van coming to the door than any part of the company’s design brand. Who even remembers what Amazon’s homepage looks like? We think of the reviews: we think of the service performed, the value of the ...