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How to enhance CRM implementation with a Customer Experience (CX) approach
How is Customer Experience management different to CRM?
Customer Relationship Management is a known practice that...
ITSM Maturity Stage 5 – Innovative IT Service Partnership – Essential ingredients of the strategic service partner
In previous articles exploring the IT Service Management Maturity curve, I have set out stages 1-4 where an IT Service provider has...
ITSM Maturity stage 4 – Achieving a deeper customer-centric strategy
Welcome to the next stage of the IT Service Management maturity curve – where the IT service provider shifts focus from just...
The rise of customer personalization | What is CPQ and why does my sales team need it?
Definition of CPQ
It’s a good place to start, unravelling the acronym: CPQ stands for Configure Price Quote; so...
ITSM Maturity Stage 3 – IT Service Fulfillment becomes more organized and customer-centric
If you’ve been following my current blog series about the IT Service Management maturity curve as a way to set your IT...
IT Service Desk – ITSM Maturity Stage 2: The IT Service Desk is born, and a new life planned
In this article of my IT Service Management maturity series, I will focus on Stage 2 – the IT Service Desk, which...
Customer Relationship: Emotion, Full Throttle
Thanks to, or because of technology, the world is in acceleration mode. A time where everything is more fast-paced, and where things...
Putting the right foundations in place to move from a reactive service operation
In my last article I discussed the concept of the Maturity model for setting and progressing your IT Service Management approach.If you...
What is the ITSM Maturity Curve and how does it help you plan your strategy as an IT Service Provider?
For IT Service companies looking for a technology platform to help them manage the service they provide to customers, like any change...
Let’s stay together | Renewal best practices in membership organizations
In our recent articles on best practice in Membership management, we’ve looked at how to better engage, communicate and add value to...
Strengthen member affinity through deeper understanding | How 360 insight helps membership organizations grow
Affinity is the glue that binds membership together, whether it’s a shared interest or a common goal. From this start point, organizations...
4 ways to improve member engagement in your service provision
Customer service for member organizations is not just about sending renewal notices but about ensuring members remain engaged, aware and happy with...
Must Read
Copilot vs AI Agents: From Automation to Strategic Thinking
Prodware and Microsoft are taking digital transformation to the next level with the arrival of AI Agents. Available within the Microsoft 365...
AI Agents: When Analysis and Research Become Strategic Allies
Artificial Intelligence is entering a new era – one driven by autonomous agents capable of reasoning, analyzing, and building actionable strategies. At...
4 Practical Scenarios to Unlock the Power of Low-Code
Low-Code: A true transformation accelerator
Every company faces the same pain points:
Manual processes...
Create Your Own Business Apps with Microsoft Power Apps
In many companies, teams still juggle Excel sheets, Access databases, endless emails, and even outdated tools like Lotus Notes to manage daily...
Cutting Through the Paperwork: How One Public Agency Automated Document Validation with AI
The Challenge
In public service, documentation is mission-critical. Accuracy, compliance, and timeliness are essential, yet manual processes often slow...