The Virteva Blog

Trends in service and how they're shaping our industry.

ServiceNow ITSM vs CSM

Prior to the Istanbul release, the only option for serving external customers with ServiceNow was to engineer the ITSM platform for that purpose. This worked okay, but it was time-consuming both...

Are Your Customer Service Efforts Enough? ServiceNow CSM and How to Deliver in the Age of the Customer

These days, the success of a company depends on the satisfaction of the customer. In fact, a 2017 study by the Temkin Group found that customers who have a positive experience with a company are...

B2C Influence on B2B Customer Expectations

This is a guest blog post from our friend Shannon Gronemeyer at Customer Centered Strategies (CCS)

 

There are noticeable differences in the way B2C and B2B companies engage, interact with, and...

End the IT & CX Civil War

If there’s one thing I learned from the Marvel Cinematic Universe, it’s that you need to work as a team, a unified front, if you want to overcome your enemies. The movie Captain America: Civil War

How to Know When it’s Time to Reboot Your Customer Service Management Platform

80% of businesses believe they deliver a superior customer experience, according to a recent Bain & Company study. That’s pretty good, right? Unfortunately though, only 8% of customers agree.

Building A Customer-Centric Service Machine With ServiceNow CSM

As more and more companies are focusing on the customer journey in their strategic planning, they’re learning that creating a truly remarkable customer experience transcends traditional...