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The Power of Widgets, According to IBM and Google
"The enterprise network is monetized differently, wherein all its users receive a paycheck to participate. To a great extent, the market economics required to generate widgets (with the Darwinist elimination of many failed concepts along the way, at no real cost to the network) can’t exist on the enterprise network. In-house IT can only create so many custom utilities. Both worlds need each other, and the corporate net can afford to buy the cream of the Web’s produce."
SOA - Almost As Good As Dovetail
"For the owner of a Clarify™ system, the path is simpler, less politically complex, and branded by name: Dovetail Software. The headache disappears with proposing adoption of Dovetail CRM applications, because they’re specifically designed either to augment the existing install as additional seats, or to replace the Clarify applications across the board. In either case, Dovetail slips into the Clarify environment seamlessly, without a ripple of disturbance. Dovetail interfaces with the database with no change in look or feel, except for the many new features suddenly available."
Daylight Savings Time (DST) Impacts Clarify Database (and Rest of World)
"Those who have called Daylight Savings Time a folly from the beginning may snicker at the Congressional decision to alter the dates, but those who have anything to do with software aren’t laughing. Changing the dates of the Daylight Savings Time active period, for the first time in decades, will throw a lot of clocks out of sync."
Weatherproofing Customer Service and Support
"Within the field of CRM, customer service and support (CS&S) often shows itself to be a fair weather friend: when the storm hits, the system fails. The recent customer experience delivered by Jet Blue, stranding travelers in storm conditions, has received significant deconstruction in the industry, in part because the airline has been noticed in the past for its canny deployment of CRM. In Jet Blue’s situation, their infrastructure proved inadequate to their system – in the crisis they didn’t have enough phone lines to manage all the information trying to flow. Business rules couldn’t advance cases, and management intervention couldn’t rewrite inadequate protocols on the fly. In the crunch, the company lacked sufficient agility."
CRM 2007: On-Premise, On-Demand, and Services Everywhere Part 3
"Underneath it all, of course, is software, which is ever evolving. The advent of small services is the great force massaging and challenging the monolithic installation into reinvention, integration, and ultimate efficiency. Everything points to the users as individuals, either the agents facing the case-open end consumers, or the customers themselves in friendly menus of self-service and context-sensitive mashups. The Forgotten Space of Service and Support is being recalled into memory from the bottom up by the forces at work within the enterprise itself, within its markets, and within the World Wide Web, with its surging, tidal push for democratic software."
CRM 2007: On-Premise, On-Demand, and Services Everywhere (Part 2)
"The mushrooming SaaS industry likes to think of itself as the main driver of the sea change occurring within enterprise CRM, but there are several forces at work, all of which could be embraced by the concept of evolving software. The software underlying SaaS – not simply SaaS’s ease of distribution and consumption – is what makes its market offerings so attractive to the leaner budgets of enterprise IT."
CRM 2007: On-Premise, On-Demand, and Services Everywhere (Part 1)
"Software-as-a-Service, SaaS, is driving – or perhaps riding shotgun with – an enormous, sea change in CRM. The model of “monolithic business function and application” is being broken down into smaller transaction sets and granular processes. The model is using easy-to-build interoperable services that further empower the customer-facing agent, and also deliver real-time analytics that personalize the customer experience.."
CRM Gets SOA Infusion
"At Dovetail Software, the solutions we offer to the Clarify™ user’s installed base, and the scenarios and ramifications we encounter, generally mirror the larger world of SOA. This is a world of cross-platform integrations, and custom services creation that we see in the news feeds and blogs, which is why we’re so interested in events outside the Clarify box. We supply essentially the same revolution to the enterprise with our Web Services and huge library of APIs, and the Dovetail SDK (Software Development Kit) on the .NET platform."
The Online Fight for the Future
"More than a decade ago Sun Microsystems proclaimed that “the network is the operating system.” Software developers are of course attuned to the development path and behavior of operating systems, since this is where their users and their applications will work together. It should be no surprise that the Internet, as the largest network ever created, demonstrates almost daily new and original uses of applications. Here at Dovetail we take note of these innovations."
The Importance of Knowledge
"Collaboration between teams, departments, and individuals within the enterprise is a growing business goal. Enterprise-wide integration throughout the computing environment is the current IT lodestone, and it delivers the infrastructure for two huge benefits: collaboration, and resource sharing. Within this scenario, the sharing of “known” knowledge, and the discovery and subsequent propagation of “unknown” knowledge can occur."
Software Should Be easy
"Yesterday we talked about the dictatorship of software, or hopefully, the liberating aspect of it. We described the euphoria that happens in the workplace when agents start exploring their new Dovetail CRM applications as replacements for their legacy Clarify™ applications. Ironically we often claim that new software doesn’t just pour out of the box like breakfast cereal, but we have to admit that for the agents on the front lines of customer service and support, their first days of working with Dovetail’s thin-client applications are a lot like unwrapping Christmas presents."
Amdocs Clarify, Dovetail Software, and Microsoft
“Forrester in its latest survey of the CRM field provides useful analysis of the Amdocs position, and also of Microsoft. We watch the development paths of both companies of course, since Dovetail Software provides long-running extensibility to Clarify™ databases, and the Dovetail CRM system, developed for Microsoft’s .NET platform, which opens up the options for legacy Clarify owners."
CS&S - the Beat Goes On
“Flexible software that enables the enterprise to integrate its CRM system end to end is where IT budgets are trained nowadays. This is satisfying to us at Dovetail: our open design philosophy exposes virtually all our software components to extensibility across the enterprise computing environment. For users with Clarify™ CRM systems – which are not known for their flexibility – our open design gives them back a development path."
Customer Service and Support - IT Are the Good Guys
“Historically, CRM has a bias toward technical control rather than technical freedom at the process end. There was always the expectation at the sales transaction level that the new software would bolt on to the enterprise and “solve” everything. As the IT department knows only too well, nothing ever works like that."
“A recruiter’s ability to hone in on the right match for a job quickly ensures that the recruiter and the client will have a better chance of bringing in top talent. In order to do this, the recruiter needs a system that allows candidates access to information on the culture of a company, the full nature of the job, and how they can bset make an immediate impact on the bottom line."
The Future of Knowledge Management
“Knowledge is power, but only to the extent that it can be wielded like a sword, and brought into the realms of judgment, decision-making, and execution. Corporate effort is awash with data, and one serious concern of every enterprise is to find better ways to turn raw data into actionable information, and subsequently into its knowledge repository."
The Dovetail Advantage: Agile Business Response
“Decision-Management consultant James Taylor recently handed down a good strategy rule concerning the speed with which the enterprise responds to business opportunity. He had seen an ad proclaiming that “Those who know first, win” – he disagreed . . .'Those who act first, win (provided the action is smart enough)'"
Clarify plus Dovetail equals IT Heroes
“Every day in countless ways, the theme of business process coming up against software constraints (and the resolution of that situation) plays out in enterprises all over the world. It’s all done in an attempt to provide better service and support to customers. With regard to Clarify databases, Dovetail Software strives daily to play its part in this ongoing drama, and this has been another happy story from the annals of success."