Automation will not silence the human voice…
…but it can help agents to connect with customers in a more effective and efficient way.
2020 has been tough. The Coronavirus pandemic has completely...
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...
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...
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...
BRM + IT: the superheroes that build bridges
How the special powers of BRM can help IT to demonstrate its true value
It’s hard not to notice that Business Relationship Management (BRM) is the...
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...
How to become a service-centric organisation
Deliver real transformation by moving beyond IT-only service management
The provision of tech service and support to internal or external customers, be they staff or...
The key to long-term CRM success
Why lasting CRM success is more about how your organisation “thinks” about CRM than it is about the technology you use or the money you...
5 reasons why you need a Field Service Management Solution.
Reaching new heights with FSM and AI
Field service management is set to reach the heights of excellence through the adoption of AI technology in...
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...