Dovetail Software Blogs

Business Rules Generally Still Take Technical People to Maintain ''Gary Sherman frequently discusses business rules in his Dovetail Software blog, and recently brought up the question of whether business rules could be considered as a kind of Domain Specific Language (DSL), which is a programming language targeted or used very specifically to a ...

Current trends in CRM today include a drive towards end-to-end system unity, and this aligns with the Forrester prediction that companies will prefer to get more out of their existing systems than to purchase completely new systems. “Today’s technology vendors are circling their development, service and support organizations – all the ...

Dovetail Software Blog: CRM, CEM, Customer Support and Democratic Software “At Dovetail, we like to make democratic software, with functions that the ordinary customer-facing agent can use for greater freedom of execution, albeit often with a little (fairly simple) help from IT. We think in terms of the voluntaristic nature of people: most people ...

Dovetail Software Blog: The Social Networking Convergence With CRM “And now we’re seeing the convergence between CRM and Social Networking being discussed in terms of support. The imperatives to stop customer churn and provide Customer Service and Support (CS&S) are driven by customers themselves as they reveal their own networks of trust.” ...

Dovetail Software Blog: Customer Support Saves the Day Again “The technical support department is probably the final stop along the way for a customer either about to leave a company forever, or about to convert to a lifetime loyalty. It’s the ultimate place for every enterprise to make good on all its promises.There is no telling how many quiet ...

Dovetail Software Blog: Tales of the Forgotten Space: Customer Support has Value “Support is the forgotten space, and you will hear us call it this time and again, for good reason. We do find the notion of retaining precious customers arising sometimes in enterprise strategy retreats (though often in the shadow of more drives to acquire new ...

The CRM news is full of stories about the automation of Sales. But sometimes the forgotten space of Customer Service and Support creeps in. Give service personnel more CRM powerService employees, whether in a call center or providing support at a customer location, can be invaluable for sales…Create a cross-functional team and you can ...

Dovetail Software Blog: CRM Post-Installation Tweaking is a Feature, not a Bug “Enterprises could avoid thinking in terms of ‘rip and replace’ with systems, and instead perhaps look for the most flexible integrations and enhancements they can find or create: flexibility in this case referring to vendor culture as well as codebase. ''Over time ...

That’s a bold claim perhaps. But if new software poured out of the box like Saturday morning breakfast cereal – golden, abundant and sweet – we wouldn’t need in-house IT people or vendor engineering teams to install it, to integrate it with existing systems, and to tweak it repeatedly after install. Consider this story: I’d be very ...

Dovetail Software Blogs: Email Integration with Clarify “Over the last 12 years of working with Clarify, email integration always seems to be a key topic of conversation, and I get many questions about email integration capabilities. So hopefully this post will answer most of these questions.” CRM News: Predicting 2007 IT Trends in ...