Iliyana's Blog

Iliyana Stareva

Iliyana Stareva is a thought leader in Customer Success and AI. She’s the author of Inbound PR, a keynote speaker, and currently leads Customer Health for EMEA at ServiceNow. Iliyana has held global and regional roles at ServiceNow, Cisco, and HubSpot, spanning customer experience, operations, and digital transformation.

Recent Posts

The 6 Key Steps to Developing a Social Media Strategy

[fa icon="calendar'] 04-Sep-2018 10:00:00 / by Iliyana Stareva posted in Social Media, Inbound Marketing

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Did you know that 71% of consumers who have had a good social media service experience with a brand are likely to recommend it to others?

Social media allows you to build brand awareness without needing to invest a ton in media, print or display advertising. It allows you to bring leads to your business by complementing or augmenting your other marketing efforts such as email or events.

Social media has replaced the need for an intermediary by enabling you to have a direct one-on-one contact with your prospects and customers in a genuine, human way. 

Through social conversations, you can build an authentic brand that attracts people to your business and builds loyalty with customers.

This all sounds great, right? The big question, though, is how do you truly make this happen and leverage the benefits of social media to help you grow your business. 

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Making Inbound PR Happen [Video]

[fa icon="calendar'] 21-Aug-2018 10:00:00 / by Iliyana Stareva posted in Inbound PR

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Inbound PR was born from experience. 

I come from a PR background. I spent three years working in PR across Germany and the UK. Having studied International Business and not PR I really needed to work on my writing skills. 

Because let's face it, what PR people excel at really is storytelling, often in the written form. That's what PR pros study when they go to university and that's what they do day in and day out.

But when I joined HubSpot and had to master inbound marketing, I had to nail down on the numbers game and think with measurement in mind from the start. And I think we all agree that measurement is not PR's forte. 

These two realisations - that PR people excel at content but they suck at measurement - gave birth to Inbound PR.

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Why Even Investors Appreciate an Inbound Approach

[fa icon="calendar'] 14-Aug-2018 10:00:00 / by Iliyana Stareva posted in Inbound Marketing, Inbound PR

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70% of investors make investment decisions on the basis of something they learned from digital research.

Is that surprising to you? To me, it's not.

What's most unique about the PR industry unlike any other discipline is that it deals with a multitude of stakeholders - buyers, media people, employees, investors. 

At the heart of Inbound PR is exactly that stakeholder persona that you need to get to know in and out around their challenges, consumption methods, research preferences, communication and information channels and most importantly decision-making process. 

Traditionally, you would think that investors wouldn't be spending their time on digital or trusting those sources, but that's how we thought about buyers and media people too. 

New research proves that you'd be better off with a similar inbound approach for your investors just as for your other stakeholders. 

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10 Behaviours That Make Up a Great Manager [Infographic]

[fa icon="calendar'] 07-Aug-2018 10:00:00 / by Iliyana Stareva posted in Leadership

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"People leave managers, not companies."

Have you heard this saying before? 

I'm sure you have. I've spent a lot of time learning about leadership and as part of that, it's differences to management

You can be a great leader and you don't have to be a manager who has direct reports. 

But management is an extremely important function in any company. 

My greatest manager so far was Amanda Whyte who taught me a lot. The thing I appreciate the most was her candid constructive feedback that every quarter gave me something to work on. I'm driven by learning so for me it was extremely important to know the areas that I needed to improve. 

I consider myself lucky to have had such a manager. 

But what about the people who are not as lucky? What makes a bad manager and what makes a great manager? 

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Executive Presentations: How to Get a 'Yes' from Your Executive

[fa icon="calendar'] 31-Jul-2018 10:00:00 / by Iliyana Stareva posted in Leadership, Program Management, Internal Communication

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Have you ever struggled to get a 'yes' to your proposal from your boss (or anyone else for that matter)?

I have. It's hard to persuade someone else to do what you want or to agree to the approach you are proposing so that you can execute.  

The more you move up in a company and the bigger the company becomes (i.e. a corporation), the more important it becomes to build a business case and present it in front of the right person in the right way in order to get out what you want for your next steps. It's the same if you work in an agency and need your client's buy-in.

I spend a lot of my time at my job doing exactly that. I wouldn't say I've mastered this but I've certainly learned a few things. 

And as always, I learn by reading, listening to videos and of course, by doing. 

Today, I want to share with you the key learnings from a video and a slideshare that I came across on executive presentations that get you an executive 'yes'. In addition, I'll share some of my own experience too.

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