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...
Beware the ‘X’istential beings
Everyone is trying to put the X factor into service. But what do CX, DX, UX and EX mean in relation to service technology?
In the...
Politics and the battle to keep things business as usual
Could your organisation use CRM technology to steer a smooth course through a changing political landscape?
We are quarter of the way through 2017 and it...
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...
From the mosh pit to the stage – the rock ‘n’ roll of ITSM
No more just keeping the lights on, it is time for the fourth revolution and for IT to take centre stage.
The headlines being written...
Is there a SIAM-sized hole in your ITSM?
Providing high-quality IT services to the business is not an easy task.
In today’s world, where services are delivered by many different providers rather than...
Olé to OLA – the art of managing ITSM and SIAM
Flamenco may not, on first glance, have much in common with Operational Level Agreements in SIAM. But being able to successfully manage and improve...
3 key steps to digital transformation with CRM
When it comes to evolution, you don't want your business to be left behind.
Digital transformation is already disrupting most industries and companies. Those who...
Wearables and CX – wearing your emotions on your sleeve
The increasing amount of data collected from connected devices, both on our person and in our homes, is leading to a wearables and CX...
Crouching employee, hidden sentiment
The literal meaning of Crouching Tiger, Hidden Dragon, from the Ang Lee film set during the Qing Dynasty and the reign of the Qianlong...
Latest articles
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...
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,...
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....