The customer experiences you create is one of the most significant differentiators you have at your disposal as a modern brand. From the technology you leverage to the tone of voice you use, there is a wide range of opportunities out there for improving the way you engage, interact with and delight your customers.
Ilkka Puikkonen | 02.04.2019
Ilkka Puikkonen | 08.01.2019
Salesforce is a huge application with loads of interesting features. In our experience, most businesses using Salesforce (or any other major enterprise application for that matter) tend to only use about 20% of the available features.
Ilkka Puikkonen | 27.12.2018
During the SaaS revolution, people were buying, swapping and bouncing around tools constantly. Mostly because they could, and because the market was growing so quickly. But almost a decade on there are some incumbents in the market that really own the way digital marketing is done and HubSpot is certainly one of them. But the market is still growing and the amount of specialist tools becoming available to us is both brilliant and vast!
Ilkka Puikkonen | 11.12.2018
How do you integrate Salesforce to LinkedIn, Outlook, Gmail, HubSpot, SAP, WordPress…? The list goes on. Sales, marketing and customer service applications are populating workplaces at a faster rate than ever before. From the traditional stuff like email and customer databases, to more modern software such as conversational marketing and campaign automation platforms, our business toolbox has never looked so full. At the heart of most of these families of software is your CRM and for many businesses, the tool...
Ilkka Puikkonen | 04.12.2018
Yes. Of course you can!
Toby Moore | 27.11.2018
I must be getting older, as the years just seem to get shorter! But here I am, once again reflecting on a year of fascinating developments in the marketplace, making my speculations on what is next to come. ITIL 4™ (not sure where the Trademark goes yet!) is a big one on the horizon, which depending on which camp you’re in could change the game, or float on by without notice! But, there are also some big tech and consumer type trends, which I don’t believe we can afford to ignore. So here it is, my top five for...
Tiina Eronen | 28.09.2015
In 23 years working for the UK government, Ivor Macfarlane moved from forestry to ITSM via prisons, warehousing and training. In 1999 he became an ITSM consultant and trainer. He was an author for ITIL (versions 1, 2 & 3), ISO20000 and ITSM library and an ITIL examiner since 1991. An active contributor to social media and blogs, he is well known at ITSM events and has presented around the world (40 countries so far and on every continent except Antarctica).
Who is your customer?
We are told to become ‘customer...