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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

CRM can be really magical - when it works

Best you do everything in your power to ensure you use your CRM system properly to ensure your customers have a positive experience and leave happy...

By Aki Kalliatakis 8 Apr 2015 13:41

WiFi pays retailers in spades

A study on the use of WiFi in retail stores has proven what many CRM advocates have been preaching: If you want to foster loyalty among customers, then give your employees the best tools possible to assist them...

7 Apr 2015 14:38

Consumer protection laws continue to develop

South African consumer protection legislation has undergone significant developments over the past few years. The regime has gradually developed to a point of prescribing contractual formalities in commercial contracts...

By Johann Scholtz and Balungile Khathi 7 Apr 2015 14:06

The sum of the parts: Creating value with holistic segmentation

Over the last few years, segmentation has been down-played in some industry circles...

By Riona Naidu 2 Apr 2015 08:22

Harnessing workflow and mobility

The need for connectivity, anywhere and at any time, has driven the need for organisations of all sizes to look for ways to automate business processes and ensure seamless and measured communication...

By Richard Firth 30 Mar 2015 14:20

Self-service and the 'R' in CRM

Self-service is generally considered a good thing, especially in CRM, where there has been significant investment in empowering people to take on more responsibility for provisioning service or making purchases. But it's not all great...

By Denis Pombriant 26 Mar 2015 15:07

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