How safe is your data in the cloud?
If you are wrestling with the idea of moving your customer and application data to the cloud, there are several fundamental things to consider.
Who...
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 – that’s all folks! – one year on
A year ago I wrote an article on why application convergence could spell the end for niche IT Service Management products – One year...
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...
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...
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...
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...
GDPR – What is it and how should you prepare?
If you don’t know what GDPR is, then this article is for you.
Now is the time to start understanding how it may impact your...
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...
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...