Customer experience is competitive differentiator - study
Companies that have better customer experience management capabilities, along with a strong customer orientation, enjoy a decisive competitive advantage. This is according to the results of a new American survey from SAS, Peppers & Rogers Group and Jubelirer Research. 5 Dec 2008 09:10
Quality management for call centres - Conexus
Call centre company Conexus has announced the launch of Evalu-X, the first comprehensive quality management tool for call centres to reach the South African market. 28 Nov 2008 15:28
Customers for life
[John Boe] The most successful companies place great value on developing lifetime relationships with their customers. In today's competitive marketplace, they're aware that their customers are aggressively prospected and their loyalty cannot be taken for granted. Customer-focused companies recognise that relationship building and follow-on service are critical components for promoting both customer retention and revenue growth. 6 Nov 2008 09:57
Companies struggling to attract, serve Millennials
Most companies are struggling with how to adapt their businesses to serve a new wave of consumers from the Millennial Generation (Generation Y). This is according to a new global survey by the Economist Intelligence Unit and Genesys, an Alcatel-Lucent company. 27 Oct 2008 09:09
Will profits prove elusive for on-demand CRM?
LONDON: The on-demand customer relationship management (CRM) model is gaining rapid adoption and will witness double digit growth rates over the medium term. This is according to independent market analyst firm Datamonitor, whose new report, “On-demand CRM: From Top-lines to Bottom-lines”, says that many on-demand vendors - leading ones included - are facing unique competitive pressures and are struggling to find profitability in this high-growth market. 24 Oct 2008 09:57
CRM: beyond the buzzwords
[Roger Strain] Customer relationship management (CRM) has been an IT industry buzzword for years - but like most buzzwords, it's used so loosely and in so many different ways that it can be difficult to work out what it actually means. So, for all those who thought they were the only ones feeling the confusion, here is a CRM primer - without the buzzwords. 23 Oct 2008 09:06
iKineo grows Gateway Theatre of Shopping's innovative CRM programme - iKineo
The Gateway Theatre of Shopping is one of Africa's largest malls and a destination for millions of regular shoppers. iKineo has been working with Primedia Lifestyle, the marketing team responsible for all the Old Mutual Investment Group Property Investments' malls, to grow its pioneering CRM programme - Gateway Imagine. 8 Oct 2008 10:56
Why our business processes are (probably) better than yours
[Kevin Clarke] When you buy an enterprise resource planning system, you're not buying software so much as business processes enabled by software. One of the fundamental changes which will - or should - happen with the introduction of ERP is that business processes which were formerly perhaps murky, perhaps poorly defined or perhaps not defined at all, will come tumbling out of the closet like so many skeletons. 7 Oct 2008 09:25
Relationship marketing via your company website
[Yaron Assabi] In today's globally competitive business environment, there is an ever increasing number of companies embracing the Internet and developing a company presence on the World Wide Web. A company website, however, is not merely a company profile, but rather an invaluable communication and relationship marketing tool. So why then do companies still utilise their websites as a mere ‘window' into their business - when in fact a dynamic and interactive website can facilitate and drive real relationship building with your market? 2 Oct 2008 09:33
Maximizer enables online social networking
Maximizer Software, a leading provider of simple, accessible customer relationship management (CRM) solutions, today announced the launch of Maximizer CRM Central (www.maximizercrmcentral.com), an online community for Maximizer's small to medium-sized business (SMB) customers, prospects and partners to discuss and share best practices on topics related to Maximizer CRM and Mobile CRM in an online environment. 1 Oct 2008 11:46
Greening your business: every little bit counts
[Roger Strain] As humans get ever more conscious of the fact that we need to change the way we work, eat, live and consume - not just for the sake of the environment but for our own survival - organisations are under increasing pressure to use energy more efficiently. But it's not just new gadgets and new design techniques that will make the difference. When you turn an energy-conscious eye on any business, there are many small changes to make that can add up to big impacts. Even customer relationship management (CRM), my own area of expertise, has a contribution to make. 12 Sep 2008 09:11
4Life launches first SA ‘Life Stage Rewards Program' - LifeWorld Relationship Managment
A wise person once said, “We come fresh to the different stages of life, and in each of them we are quite inexperienced, no matter how old we are.” 10 Sep 2008 19:53
Managing customer experience - Exp
Bernd Schmitt, PhD, Robert D Calkins Professor of International Business and executive director of the Center on Global Brand Leadership at Columbia Business School in New York, told delegates at the 2nd African Experiential Marketing Summit he was glad to hear that experiential marketing is alive and kicking in Africa. 8 Sep 2008 16:42
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