One of the hallmarks of CRM is that its footprint keeps expanding. I think part of the reason is that we have taken to lumping everything that is not a back-office application area into CRM. In fact, some people are even using front office interchangeably with CRM these days, myself included. 24 Jul 2008

The Renault-Nissan Alliance is to invest R1 billion to upgrade Nissan's manufacturing plant in Rosslyn, outside Pretoria. 23 Jul 2008

Customer service is as important in the B2B space as it is in the consumer sector. It can be a differentiator for debt collection firms, which often are among several firms a customer deals with. 22 Jul 2008

Small businesses differentiate themselves through specialisation and customer service, and in tough economic times, they can't afford to sacrifice either. In fact, small-business owners should focus their resources on those areas. 22 Jul 2008

Customer service is as important in the B2B space as it is in the consumer sector. It can be a differentiator for debt collection firms, which often are among several firms a customer deals with. 21 Jul 2008

More call centre operators are changing their attitudes on having customer service representatives work from home, swayed by the reduced operating costs and increased productivity associated with a home-based agent design. Plus, technological advances have enabled home-based agents to communicate more effectively with customers. 21 Jul 2008

In the current gloomy economic conditions, businesses have to create the unique in-store experience to attract and retain customers and most importantly - get the biggest share of the customer's shrinking wallet, says Craig Cesman, CEO of audio branding experts DMX Music Africa. 15 Jul 2008