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 ...

Encounters With Complexity ''Our profession uses highly complex stuff to do what we do. Our reason for existing is to deal with that complexity and shield others from having to do so. Whether it’s moving a data center, installing a new application package or developing a custom designed system, we experience a dizzying rush of details as we ...

There Must be 50 Ways to View Your Process ''While working with quite of lot of different people in the area of business process management, I am starting to see the value of different viewpoints on various concepts. One of these concepts is 'process'. And I want to share with you some of the views I have encountered. All of them have helped ...

Perfection and the Perfect Customer Experience ''The perfect customer experience, on the other hand, is one which results in customers becoming advocates for the company; creating referral, retention and profitable growth. 'The perfect customer experience' is achievable, one customer at a time. Indeed, it is something that must be achieved ...

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 ...

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 ...

Where is CRM headed? Recently CRM Buyer put this question to a half-dozen CRM vendors, to gain a summary view of where the industry thinks it’s going in the next few years. For full detail see CRM Execs: Where Is the Industry Headed? The first point to become clear was that the role of CRM has changed, and so has ownership of its ...

Dovetail Software Blogs: Teaching IT To Sell “CIOs have never been under such a pressure to perform as they are today. The IT department can no longer act as an impenetrable black box that no one in the organization dares question. IT must show accountability in hard numbers that relate to dollars on the balance sheet – or it ...