Ventana Research Analyst Perspectives

For Dovetail CRM Means Customer Service

Posted by Richard Snow on Sep 6, 2011 10:13:44 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: Predictive Analytics, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Dovetail, Operational Performance, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, Workforce Performance, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Workforce Management