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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...
Road trip to SIAM 2

A road trip to SIAM — start your engines…

In the second of her articles on the journey to service integration implementation, Michelle Major-Goldsmith explains the importance of planning your route with care. “A...
Road trip to SIAM

A road trip to SIAM

For many businesses, embarking on service integration implementation can be a bit of a journey. Michelle Major-Goldsmith offers a few tips to help you...
Demystifying SIAM

Practical SIAM: A straightforward guide

Simon Dorst and Michelle Major-Goldsmith, lead architects of the recently launched SIAM Professional Body of Knowledge, offer an overview of SIAM and what you...
Apple Business Chat

iOS Business Chat – Apple enters the live service market

The iOS 11 update from Apple, will offer businesses the ability to provide live service functionality via iMessage, Maps, Safari and Spotlight searches. Here...
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....
CSM and ESM – simplifying the service management acronym maze

CSM and ESM – simplifying the service management acronym maze

Ever since the early days of the IT Helpdesk and its expansion into other areas of the business, we have seen the industry come...
ServiceMuse 2018

New Year – New focus

As we head into 2018, there is no doubt that much has changed over the past year in all aspects of the Service Technology...
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...
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...

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Latest articles

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....
Road trip to SIAM 3

A road trip to SIAM — keeping the wheels turning

In her final article on the journey to service integration implementation, Michelle Major-Goldsmith considers the best way to get going and maintain momentum. This is...
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...