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

How to Build and Foster Relationships with Journalists 

[fa icon="calendar'] 10-Apr-2018 10:00:00 / by Iliyana Stareva posted in Public Relations

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Given that I come from a PR background, my friends at Prowly asked me a few weeks ago for my top tips on how to build good relationships with journalists.

Edyta from Prowly had reached out to a number of great PR people to get their thoughts on the topic and compile them all into a very helpful post

I've so far had a terrible experience with PR pros pitching me as an influencer (check out some examples here - I promise, you'll have a good laugh), so I was delighted to share what I thought on the topic. 

Below, I'm republishing my part of the interview on how to do better media relations.  

#1 Media relations: the media are evolving at an incredibly high speed, but certain standards for collaborating with them remain unchanged. What are they, in your opinion?

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Making Strategy Happen: Creating an Internal Communication Strategy

[fa icon="calendar'] 27-Mar-2018 10:00:00 / by Iliyana Stareva posted in Internal Communication

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Last week, we covered the key principles for strategic internal communication

I promised that I will be discussing how to create an internal communication strategy this week so here so let's do this! 

An internal communication strategy sets out support and enables the delivery of the organisation's overall strategy. It converts the organisation's strategic intent into communications that support it and maximises the impact of an organisation's communications efforts.

In essence, the internal communication strategy

  • aligns with the organisational strategy
  • develops a set of communications plans and principles
  • identifies key performance indicators and feedback mechanisms

Your international communication strategy must be unique to your organisation, its current situation, its unique strengths, weaknesses, opportunities and threats. 

Which is why it's always important to start with an analysis of your surroundings before you begin crafting your international communication strategy. 

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Making Strategy Happen: Principles for Strategic Internal Communication

[fa icon="calendar'] 20-Mar-2018 10:00:00 / by Iliyana Stareva posted in Internal Communication

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Poor or ineffective communication is one of the key barriers to change in organisations

At one stage or another, every company experiences this. 

In my role as Global Partner Program Manager at HubSpot, I've recently taken on a new challenge - to run the internal communication for our Partner Program. 

I come from a PR background so communications is nothing new, however, during that time I dealt with external stakeholders not internal. 

So to step up my game for my new work focus, I've been reading quite a few books on the topic of internal communication (IC) and I also spent a full day in training on Strategic Communications: Making Strategy Happen with the Institute of Internal Communication in London last week. 

As always, I want to share my learnings from the course with you - today, we'll cover key principles and the link between strategy and communications; next week, we'll talk about how to create a strategic international communication strategy. 

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17 Must-Know Facts About Social Media & Digital Within PR Services & Education

[fa icon="calendar'] 13-Mar-2018 10:00:00 / by Iliyana Stareva posted in Social Media, Public Relations, Agencies

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The outlook for public relations in 2018 makes it clear that PR has work to be done to be fit for current client demands. 

Social media and digital has been one of the biggest areas for development in the PR industry over the last couple of decades. 

The PRCA releases a yearly report about Digital PR and Communications and how these are progressing among companies and PR agencies. 

Towards the end of last year, the 2017 findings showed some insightful learnings that I want to share with you today. 

17 Must-Know Facts About Social Media & Digital Within PR Services & Education

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The State of the Marketing Agency: 14 Key Takeaways

[fa icon="calendar'] 06-Mar-2018 10:00:00 / by Iliyana Stareva posted in Agencies

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Do you know how hard it is to run a marketing agency? 

If you don't run one, you probably don't know. 

I had no idea until I started working with agencies on a daily basis. During the two years as a Channel Consultant at HubSpot, I was exposed to over 200 agencies working closely with the owners and their challenges, opportunities and successes throughout the development and scale stages of their businesses. 

From thinking about where the next new client is going to come from to filling that open account manager role, these are some of the endless thoughts that go through agency owners' heads. 

But what's even harder is that there is no one-size-fits-all playbook that has all the answers. The only way agencies learn is from their own experiences or from those of other agencies. 

That agency-to-agency learning is what we try to facilitate for our agency partners at HubSpot because we know how valuable it is for them which is why I'm excited that we launched the Marketing Agency Growth Report just last week - a survey of over 1,000 agencies on their top challenges and provided solutions to them from experts in the field. 

Today, I want to share with you my key learnings from the benchmark data. 

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