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...
ITSM Burger
How the right partner can give you the perfect service management sandwich
The simple burger. Beef patty, bread bun…done…right?
In reality, we all have our own...
Cloud vs on-premises vs hybrid – which is best?
Service technology solutions can be deployed in several different ways. But which is right for you and which offers the security you require?
At a...
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...
Forums and social media do not Change Management make
Change Management has long been touted by ITSM vendors as one of the core pillars of service management provision.
Of course, the management of change...
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...
Your customer is unhappy and your staff are frustrated
How conversational intelligence can help everyone to have a more positive experience
It could be something small, an issue that has been left to develop...
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...
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...
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...