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  • Integrate Your CRM For Better Performance as a Company

    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 ...
    Posted to Dovetail Software (Weblog) by editor on January 24, 2007

  • Daily Dovetail Links 2007-01-24

    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 ...
    Posted to Dovetail Software (Weblog) by editor on January 24, 2007

  • Daily Dovetail Links 2007-01-19

    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 ...
    Posted to Dovetail Software (Weblog) by editor on January 19, 2007

  • Tales of the Forgotten Space: Customer Support has Value

    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 ...
    Posted to Dovetail Software (Weblog) by editor on January 17, 2007

  • CRM Post-Installation Tweaking is a Feature, not a Bug

    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 ...
    Posted to Dovetail Software (Weblog) by editor on January 16, 2007

  • Daily Dovetail Links 2007-01-16

    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 ...
    Posted to Dovetail Software (Weblog) by editor on January 16, 2007