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The big new risk for business... being KFC'd on social media

Getting a 'roasting' from the eye-witness consumer is a growing risk for business now that social media can broadcast even the appearance of questionable behaviour. To be more specific, a brand can be 'KFC'd'...

By Aki Kalliatakis 15 May 2015 07:30

Success is staying in tune with customers' changing needs

Global research, says Lloyd Ball, managing director of brand enhancement and stakeholder engagement solutions organisation the PLP Group, indicates that customer satisfaction with loyalty programmes is relatively low...

14 May 2015 15:41

Busting six myths about customer care

Proper customer service is often left behind and is only handled when a "customer issue" arises. It is important to recognise that excellent customer service is a key element when building a brand...

12 May 2015 15:18

ECR needs industry CPR

It has been a decade since ECR (Efficient Consumer Response) lost traction in South Africa, yet it is critical that retailers, manufacturers and wholesalers revive the vision of ECR...

By Alastair Gore 8 May 2015 14:19

Customer loyalty on the cards and up for grabs

In an era when competition among businesses for a share of consumer spending has never been fiercer, the battle for customer loyalty has taken on a new urgency...

7 May 2015 16:30

Millennials not likely to use a company's products or services after a poor experience, report finds

According to Oracle's global report, Millennials and mobility: how businesses can tap into the app generation, nearly 55% of millennials say a poor mobile app experience would make them less likely to use a company's products or services...

30 Apr 2015 11:40

Managing brand and reputation risk when your customer has a louder voice

Over the past 10 years, organisations have seen the control they used to have in their interactions with their customers slip slowly away...

By Andre Steenekamp 28 Apr 2015 06:15

Five social media pitfalls that SMEs should avoid

Social media is a powerful tool for the small business owner. It can help you to build customer relationships, improve your search engine optimisation, and create a buzz about your business...

By Steven Cohen 24 Apr 2015 07:10

Nine tips for successful CRM integration projects

Because of the complexity of the projects and their impact on all customer-related business processes, CRM integration projects can be very risky...

By Lindsay Britz 22 Apr 2015 12:00

Why personalisation is a personal touch

Digitalisation offers great opportunities to personalise customer experience, but companies need to understand the nuances to achieve good results...

By Nicolette Singh 17 Apr 2015 15:49

Your brand is more than a hashtag

One of the most important things to get right in your social media monitoring strategy is to track the correct keywords in order to get a clear picture of social sentiment about your brand, product and services...

By Gordon Geldenhuys 17 Apr 2015 14:34

Be wary of customer engagement gap

Today, customers cross channels often, making marketing more complicated. They can be on the web one moment, then move to social media and then pick up the phone...

14 Apr 2015 12:29

Two new stores for iFix

South African cell phone and device repair specialist, iFix, recently opened two new stores, one in George and the other Nelspruit...

13 Apr 2015 14:57

Forever is a long time

Years ago, a vehicle manufacturer ran a campaign where women could test drive their vehicle. I responded and booked a test drive - not a positive experience for me...

By Danette Breitenbach 9 Apr 2015 07:20

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