Thursday, February 21, 2019
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Relationship Intelligence

How relationship intelligence can boost CX

For professional services firms, relationship intelligence and collaboration can have a dramatic effect on customer experience In professional services, relationships are everything. Often, service firms...
Service technology convergence

Technology convergence – Joining the dots

Service technology has come a long way, but what is its role in the modern organisation? In the beginning Helpdesk software and contact management software were...
Business outcomes

Achieving business outcomes with service excellence

"Business outcomes" is a term often heard in the promotion of service-based technologies. But what does it mean when vendors offer solutions that help...

Managing the modern emotional sale

The modern customer is more connected and, in most cases, more informed than ever before. They are more likely to shop around and are...
GDPR

GDPR – What is it and how should you prepare?

If you don’t know what GDPR is, then this article is for you. Now is the time to start understanding how it may impact your...
Using CRM to overcome employee attrition

How CRM can help overcome employee attrition

For organisations that provide professional services, their greatest resource is their staff. Keeping employees happy and overcoming employee attrition is crucial to their success....
CRM and CX

X-up your customer relationships with CRM and CX

To gain a real competitive advantage, it is important to understand how your customer feels, not just how they behave Customer Relationship Management (CRM) vendors...
CRM and MA

Is your CRM circus full of uncooperative elephants?

CRM and marketing automation mean that teams are more connected than ever before, but many systems are still plagued by lack of user adoption. Gone...
Cloud-based CRM

Cloud-based CRM and the march to online application delivery

What are the advantages of cloud-based CRM? CRM applications have long been available in two versions: online and on premises. Vendors and reseller partners will...
ServiceMuse - People of our time

People of our time

Michelle Major-Goldsmith looks at how to manage and utilise a multi-generational workforce. Service management people Every time you stand still long enough to look at our...

Latest articles

ServiceMuse - People of our time

People of our time

Michelle Major-Goldsmith looks at how to manage and utilise a multi-generational workforce. Service management people Every time you stand still long enough to look at our...
ServiceMuse - Rewiring service provision with SIAM

SIAM: Rewiring Service Provision

Andrew Smith explains how businesses can provide a service strategy that delivers for every employee, every customer and beyond. Digital transformation and its skills gap,...
Field Service and IoT

How field service management is being changed by IoT

As more companies move to a predictive model of equipment maintenance, they are looking for ways to use connected devices to improve field service....