Richard Snow's Analyst Perspectives

For Dovetail CRM Means Customer Service

Posted by Richard Snow on Sep 6, 2011 10:17:29 AM

LinkedIn’s CRM experts group is hosting an active discussion about what are the top three CRM systems. Along with the blatant promotion of certain well-known products, you can’t fail to notice that the term means different things to people, and that systems gathered under this acronym may cover a range of capabilities. A closer examination of the discussion shows that a majority of discussion participants associate CRM with sales force automation, fewer with customer service and the fewest with marketing. Dovetail Software belongs in the second group, positioning itself as specializing in “support and service software.” 

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Topics: Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Data Management, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Dovetail, Operational Performance Management (OPM), Predictive Analytics, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Management, Workforce Performance Management (WPM), Customer Experience, Analytics