Dovetail Software Blogs

We pride ourselves on the value we provide our customers for maintenance and support, whether it is on our own software products, or on the Clarify software products we also support. I have written frequently about the level of service we provide, often citing customer examples to back up our claim. We are often asked by customers who are ...

In one of our recent blog posts we wrote about how important great customer service is to keeping your current customers during these difficult times. Our just completed first quarter speaks towards the importance of great customer service. We had a record first quarter for Dovetail Software. Customer Service had a lot to do with this. First, we ...

Last week, I blogged  about a recent support issue an Amdocs customer was facing. They had contacted Amdocs, but couldn’t get assistance. We helped the customer solve the problem even though we have no support agreement with that customer. Well, we are at it again. Last week, Jorge posed a question on ITtoolbox for the Clarify experts. ...

How often do you hear how important customer support is to a company? Furthermore, how often do you also hear that “We provide world class support”? Phrases used often by companies. We at Dovetail also believe we provide “world class support”, but we also believe that Actions Speak Louder than Words. Therefore, I always like examples where we can ...

Why do I say this? Because I constantly see what the CRM media focuses on and how the executives within companies treat their customer service and support organizations. It is a sad commentary about how the CRM media treats what is still the largest segment (according to Gartner) of CRM – Customer Service & Support (CSS). And if the media, and ...

In canvassing the Dovetail and Clarify community on their needs and wishes, one area that continually comes up is a better search capability. Users fall into two camps. The first group has muddled through using Fulcrum or Hummingbird, and is extremely frustrated by its limitations and complexity. The second group attempted to use Fulcrum or ...

I wish I could take credit for all the ideas I communicate, but I can’t, and I have our customers to thank for many of the good ideas we get. We’re lucky that our customers take such an interest in helping us. On a recent trip, I visited a prospect in the morning and we were discussing the possibility of Dovetail taking over their Amdocs support. ...

As I said in one of my previous blog posts, we are often accused of providing free consulting as part of our normal customer service and support (a great problem for our customers). This occurs when our customers call us with a question, through suggestions provided via our Company blog, and even through CRM forums such as the ITtoolbox Clarify ...

I am accused of having many mottos I live by. Sometimes, I think both my family and my employees are tired of hearing me quote these. One of my favorites is “Actions Speak Louder than Words”. Let’s relate this motto to a critical area, Customer Service. Most companies will tell you how important customer service is to them, and keeping their ...

We have coined the area of Customer Service and Support (CS&S), ''The Forgotten Space''. In my 2 years as CEO of Dovetail Software, I have spent a lot of time “observing” the marketplace and there are signs everywhere of how CS&S just doesn’t get the same attention that other areas of CRM does. Interestingly, I find that CEOs and other ...