PUBLIC MARKS from longhorn2000 with tags boards & "dovetail software"

As we’ve often said, CRM success comes from the ability of the agent to work efficiently and productively. Customization requires integration with existing systems, which is the greatest demand made of CRM software, in our view. This is especially true in the area of Customer Service and Support.

Current trends in CRM today include a drive towards end-to-end system unity, and this aligns with the Forrester prediction that companies will prefer to get more out of their existing systems than to purchase completely new systems.

Enterprises could avoid thinking in terms of “rip and replace” with systems, and instead perhaps look for the most flexible integrations and enhancements they can find or create: flexibility in this case referring to vendor culture as well as codebase. Over time we’ll talk about Dovetail’s legendary ease of integration.

Over the last 12 years of working with Clarify, email integration always seems to be a key topic of conversation, and I get many questions about email integration capabilities. So hopefully this post will answer most of these questions. I'm sure there will be details I've missed (especially on some of Clarify's later version capabilities), so please leave a comment.