Dovetail Software Blogs

SOA Governance Dos and Don'ts ''SOA Governance is one of those things in the world of SOA that's largely misunderstood. I can understand why, as the vendors are defining it differently. However, as SOA problem domains become more complex, typically more than 50 services, the need for SOA governance becomes even more apparent. So, how does ...

Ten Ways to Implement CRM on a Tight Budget ''With the economic environment getting tougher, the need for effective CRM systems increases, but with budgets often getting tighter, the scope to introduce much needed technology decreases. I often work with companies who are looking to implement CRM technology on tight budgets, so in this post ...

The Future Customer-Centric Organization: Best Practice and New Strategies for Improving Customer Service ''This report analyses the drivers behind the growing emphasis on customer service and the emergence of the customer-centric enterprise model. It also explores developments in contact centre technology designed to assist customer service ...

The Burdensome Costs of Customer Justice ''The inability of a business to provide competent, secure customer service is damaging to more than just revenues. Besides the direct monetary losses that come with customer lawsuits, businesses typically end up having to belatedly invest in employee training, security and information ...

Amdocs and IBM to Help Service Providers Enhance Customer Experience with Master Data Management ''Today at the Mobile World Congress 2008, Amdocs (NYSE: DOX) and IBM (NYSE: IBM) announced that they will expand their global relationship to help service providers deliver a dramatically improved customer experience. A cornerstone of the ...

Customer Service's Gap Between Intention and Reality ''When so much time and money is spent on training people about the need for constructive relations with customers, why is customer service often so bad? For much the same reason that, when so much money has been spent on telling people that smoking kills you, they still insist on smoking. ...

Community Choice Awards 2007 hosted by ITtoolbox ''Participate in the second annual IT Community Choice Awards hosted by ITtoolbox, where you have the opportunity to recognize your most valued peers and admired participants from the ITtoolbox community.'' Call Centers: Customer Support Without Walls ''The consolidated contact center ...

User generated content is both a stick and a carrot for companies to open up their internal processes to the outside, to let the customers in. The stick is that customers are talking about you anyway, the carrot is that if you let them do some of the work, it may save you costs of your own labor.It may even produce better results. An ...

Does the IT department ever get jealous of the power shift towards the business user and away from the technocrat? If information is power then surely nowhere in the enterprise is power shifting more fluidly than in the deployment of business intelligence systems across the organization. Managers and executives throughout every company are ...

Yesterday we mentioned an Information Week article that surveyed adoptions, attitudes, and possibilities around Enterprise 2.0 tools and deployments throughout the enterprise environment. The article disturbed Andrew McAfee, evangelist for the 2.0 concept, who found embedded in the writing a belief-bias that organizations will evaluate the ...