Dovetail Software Blogs

Customer Experience Management: Rx for the Top and Bottom Lines ''CEOs across companies and industries have become focused in 2008 on the critical role that customer experience plays in keeping their companies competitive and driving profitability. These same CEOs are challenging their CMOs to move beyond CRM (a transactional, ...

Innovation Is a Process ''There is some risk in this approach, perhaps primarily to existing mind-set: it requires rethinking the notion of success and failure. (We’ve discussed failure here as a necessary development avenue.) Sanwal notes that investment in innovation is different from investment in core technology, with less certainty of ...

Dovetail Software Blogs: Unlocking With Common Standards “Getting locked in with any vendor raises a strategic flag, not simply in the realm of hosted services. It’s true that SaaS is somewhat easier for, say, a sales department to order in, bypassing IT. This is a tactical move that doesn’t provide much inheritance for the ...

Yesterday we talked about IP-convergence, which is the ability of the communications industries to deliver multiple media formats concurrently over the same physical link. All of these converged media products are for sale to the customer, because the new IP-networks now deliver everything except a free lunch. Suddenly the network ...

Dovetail Software Blogs: IP Convergence and Dovetail Software “Convergence of deliverables presents a challenge to industries such as telecommunications and cable-TV to integrate their business support systems (BSS) with their operations support systems (OSS), which have traditionally been in two very separate worlds. Today’s ...

CRM will continue to be an unsatisfying investment to executives until it enlarges its focus to include customer service and support. Merging analytics and the customer loyalty paradigm into the sales force automation model disguises the fact that enterprise culture doesn’t really understand customer service, and remains tightly ...

Dovetail Software Blogs: Dovetail Makes the Difference “Dovetail has been able to create its market-leading APIs from the beginning because nobody understands Clarify better than Dovetail. Customers and IT departments who worked closely with Dovetail’s engineers were always impressed with their capabilities, and now with the advent of ...

Dovetail Software Blogs: Technology Responds Well to Careful Planning “Technological advances spawn instant headlines and offer rapid change to users, and the launch of the new overnight sensation obscures the underlying nature of technology development, which is a more gradual and systematic process. “Enterprise IT systems ...

Dovetail Software Blogs: Business Planning Precedes IT Development – Ideally “The business needs should be the principal drivers of any significant IT resource allocation. But discovering these true needs can often present tremendous difficulties, from the nature of the business organization itself. Non-technical users have ...