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

Your Go-To Project Management Framework

[fa icon="calendar'] 12-Sep-2017 10:00:00 / by Iliyana Stareva posted in Program Management, Project Management

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In my new role as Global Partner Program Manager at HubSpot, I'm involved in a ton of projects. I run quite a few of them as well. 

I knew this was going to be the case before I officially got into the job so as with anything else that I'm not a full expert on (yet), I read a ton of literature and did a few courses on project management, including getting Scrum certified. 

By doing so I managed to develop a framework for project management that I now use and I have shared with colleagues at HubSpot who have also used it. 

I thought it only makes sense for me to share this knowledge with you because I believe that almost every professional runs some sort of a project and so putting a formalised structure around it can only make you more effective and efficient. 

Bear in mind that the way I've gone developing this has been from the standpoint of a process or operational improvement rather than product development but it can be applied there as well or any other area/department with some tweaks (even marketing/PR agencies).

Here we go.

Project Management Framework Steps

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If You Pitch, Then Pitch The Right Way: What the Media Wants

[fa icon="calendar'] 05-Sep-2017 10:00:00 / by Iliyana Stareva posted in Public Relations, Inbound PR

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We know that PR is so much more than just media relations. 

But the media hasn't gone away and remains a valuable source to spread the word about our business, especially in B2B or more complicated industries. 

Media relations, though, is done pretty badly. Journalists don't really like PR professionals because they spam them with non-stop emails and phone calls. The worst part is that the content of those pitches is irrelevant or not of interest for the journalist. 

So how do you do it right? I've written a whole blog post on doing media relations the inbound way, however, what I want to show you today are some stats from Muck Rack's latest research on how journalists use social media that support the points I make in the mentioned blog post.

5 Tips on How to Pitch the Media

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Everything You Need to Know About SEO as a Beginner [Infographic]

[fa icon="calendar'] 29-Aug-2017 10:00:00 / by Iliyana Stareva posted in Inbound Marketing, Inbound PR

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In today's digitally driven world, if I can't find you as a brand online, you pretty much don't exist. 

Even if I spot your store on the street, I'll probably check out your website and your social profiles to vet you. 

That's the world we live in today and if you are not highly visible online, you won't make it far. This is why SEO (or search engine optimisation) is so important.

Especially for small business owners, SEO is not only a buzzword but also a term whose meaning is easy to understand but hard to implement. I would add PR professionals to this group as well because not many of them have expanded their expertise to SEO even though SEO today is primarily driven by relevant, quality content - and content is what PR pros do best.

At HubSpot, we preach a lot about topic clusters. But as a beginner in SEO, before you get to topic clusters, you really need to understand the basics of SEO.

Here's where a fantastic infographic from SEO Jury comes into play. (I suggest studying it yourself or giving it to your new hires too.)

16 SEO FAQs You Need to Understand [Infographic]

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Bots, Visualisation and 4 More Key Themes in Communication for 2017 & Beyond

[fa icon="calendar'] 15-Aug-2017 10:00:00 / by Iliyana Stareva posted in Public Relations

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Did you know that 53.3% of communication professionals have low visual communication skills? 

I learned this from the latest European Communication Monitor 2017 which is a yearly survey that looks at trends and challenges in the communication industry. This year, over 3,300 professionals from 50 European countries took part in the research. 

Here's a quick video of some of the key findings: 

 I went through the research slides and this fantastic summary to put together my six key themes: 

Six Key Themes in Communication for 2017 and Beyond

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Leadership Journey in Sketches

[fa icon="calendar'] 08-Aug-2017 10:00:00 / by Iliyana Stareva posted in Leadership

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A while ago, I discovered a very interesting blog that represents everything in sketches. (Check it out here.)

What impressed me the most was the author's (or maybe I should say the artist's) work on leadership. 

Being such visual creatures, content as images grabs us a lot more than just simple text. I randomly found one of those sketches on Pinterest and directly went to the blog where I probably spent about an hour browsing the leadership posts and picking sketches to share with you.

These sketches are still text but the learnings are highlighted in such a way that is much more pleasurable and almost addictive to consume. 

I haven't seen sketches being used much by marketers but I'm beginning to think that they can play a role outside of the typical photography or infographics that we're all so used to. 

Let me take you on a leadership journey in sketches and you can decide for yourself if you could repurpose the idea in your marketing efforts. 

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