Dovetail Software Blogs

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 ...

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 ...