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ITSM Maturity stage 4 – Achieving complete service alignment and 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...
Ecology & Innovation: the Present is already the Past
At first glance, you’d think that Innovation and Ecology are worlds apart: one is an industry while the other relates to nature....
ITSM Maturity Stage 3 – Service Fulfilment 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...
Using CX to tap into new markets
Opinion piece: How do you ensure that Customer Experience (CX) gets across all levels of the organization? How do you make sure that...
Collaborating More Efficiently with your ERP
At first glance, an ERP solution automatically rhymes with “authentic collaboration tool.” But when taking a closer look, it just so happens...
How semi-process manufacturing can start to embrace Industry 4.0 by focussing on processes and structure
In their recent study, according to Gartner, 74% of manufacturers that believe smart manufacturing will increase competitiveness are redesigning their manufacturing organizations....
IT Service Management 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...
Cybersecurity: a two-legged Practice
Anything of value always attracts criminals. The fact that criminals are attracted to certain businesses shows that that business activity is highly...
Predictive Analytics: “Does Governing mean Anticipating?”
OPINION. Anticipating, predicting, figuring out what the future has in store..., predictive analytics has always fascinated us human beings. By Alain Conrard,...
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...
Must Read
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...
Ecology & Innovation: the Present is already the Past
At first glance, you’d think that Innovation and Ecology are worlds apart: one is an industry while the other relates to nature....
Cybersecurity – a Company’s Immune System
An immune system protects one’s body from outside invaders. In a way we can consider that a company is a “body.” Having been...
Data shake-up call: wake up and smell the “value”
The emergence of a new generation of data management and analytics tools enables organizations to uncover, predict and measure the impact of...
“Corporate Culture,”…did you say culture?
"Today's fast-paced digitally driven environment, the unprecedented context of these past two years, and the challenges facing companies when it comes to...