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...
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...
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
Ever since the early days of the IT Helpdesk and its expansion into other areas of the business, we have seen the industry come...
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...
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...
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...
Social selling and how it can boost your business
Modern social selling isn’t complex, and (mostly) doesn’t require any specialised skills. However, it does require a different way of thinking about the sales...
Can AI and chatbots help us to be more human?
Why developing technologies such as AI and chatbots are not replacing people with robots, but enabling organisations to evolve, grow and make the most...
The importance of training in CRM success
Having a training plan or system in place can make all the difference to whether or not CRM system adoption succeeds. This article looks...