Dovetail Software Blogs

Removing the C from CRM... ''As I’ve mentioned in previous posts, I’ve always been a bit uneasy about the 'Customer' in CRM. I prefer to view the deployment of CRM technology as a means of bringing about process efficiencies which may, or may not impact the customer.'' Process as a Substitute for Competence ''Have you observed the uptake ...

Dovetail Software Blogs: Healthcare Customer Service “More than simple hardware underlies the use mobile devices of course. Data management, especially as it relates to continually changing patient health details, is the crucial bedrock for this deployment. The stick and the carrot of compliance with regulation and improved ...

Joe McKendrick at ZDNet posted on Friday a nominal discussion of SOA adoption, but he was really digging into a far more systemic issue, namely, is IT too focused on keeping the lights on to be able to stand back and design a strategic development path? “During the post-dot-bomb slowdown earlier in the decade, many IT ...