CRM contributor articles

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Steps to effective customer experience management
Steps to effective customer experience management

In markets where product and service differentiation continues to narrow down, a customer-centred approach takes centre stage...

By James Maposa 5 Aug 2015 13:30

Tralone Khoza
Effective strategies when confronted by crisis - KFC and Marie Clarie

Reputation management is key to the sustainability of a company brand or a person brand. Warren Buffett was quoted saying that it takes twenty years to build a reputation and five minutes to ruin it...

By Tralone Khoza 4 Aug 2015 12:49

Jessica Taylor
[CEM Africa Summit] Shiny happy customers

Key to customer experience management is understanding the customer as an individual, but first you have to know your customer service staff, not as the call centre, but as internal and external customers. And then learning how to make them happy and, ultimately, your other customers too...

By Jessica Taylor 29 Jul 2015 11:30

Aki Kalliatakis
Twelve quick ways to build customer loyalty

Customer retention is clearly one of the most important priorities on the minds of most executives today. The payoff from keeping customers loyal is just too large to be ignored...

By Aki Kalliatakis 15 Jul 2015 15:00

Loyalty by another name
Loyalty by another name

Much has been said about customer loyalty, but with businesses investing vast operational capacities and extensive resources to build and bring these programmes to market, we have to ask ourselves if customers are more satisfied as a result...

By Krystal Schär 10 Jul 2015 06:00

Customer centric innovation - the heart of sustainable business growth
Customer centric innovation - the heart of sustainable business growth

Global competition and a weak economy have made growth more challenging than ever before. As products have become easily replicable and budgets slashed, companies are forced to find the next frontier of differentiation...

By John Simpson 30 Jun 2015 13:37

Should you integrate your social media capabilities with the call centre?
Should you integrate your social media capabilities with the call centre?

Customers are increasingly taking to social media to look for support or lodge complaints. Most businesses today understand this about customer behaviour, but many take a siloed approach to managing social media enquiries...

By Bruce von Maltitz 22 Jun 2015 11:22

Is customer self-service worthwhile?
Is customer self-service worthwhile?

Is self-service the panacea for customer service? There is no doubt that there is a place for it in today's world of business, especially with items that are difficult, inconvenient, or time-consuming...

By Aki Kalliatakis 16 Jun 2015 06:27

Rolf Akermann
If you want to succeed, get into the trenches. Now!

In the army, there is a saying: "you must earn your stripes", which refers to the fact that you will not simply be promoted. You have to demonstrate that you are deserving of a higher rank...

By Rolf Akermann 11 Jun 2015 14:10

Sheila McGillivray
10 ways for business to become more emotionally engaged

Advertising has left the rarefied atmosphere of one-way communication and marketers are now under intense scrutiny in a 24/7 public arena. An enlightened approach is key to speaking to savvy consumers...

By Sheila McGillivray 10 Jun 2015 13:44

Customer experience F-Words
Customer experience F-Words

When customer experience is introduced into a corporate strategy or dusted off, when it has been there all along, as a part of a strategy review, it can be a daunting task...

By Chantel Botha 3 Jun 2015 06:48

Mogorosi Mashilo
Understanding the dynamics of our emerging market

South Africa is an emerging market and therefore means that we need to understand that it is a constantly evolving market...

By Mogorosi Mashilo 2 Jun 2015 13:19

The customer service obstacle course
The customer service obstacle course

I don't know if it's the same for you, but have you ever noticed how some companies seem to go out of their way to place obstacles between their customers and great service?...

By Aki Kalliatakis 28 May 2015 13:12

Are you ready to handle crisis and complaints in the digital age?
Are you ready to handle crisis and complaints in the digital age?

The advent and rise of social media has created a vast community of citizen journalists and has provided the consumer with easily accessible platforms on which to voice concerns and complaints...

By Noëleen Bruton 27 May 2015 14:28

I'm not a communication strategist - I am a consumer advocate
I'm not a communication strategist - I am a consumer advocate

We, as communication strategists, often get drowned by our own jargon, statistics, consumer mapping and landscapes that we forget the very essence of being an effective communication strategist...

By Mogorosi Mashilo 21 May 2015 11:05

Aki Kalliatakis
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

© Dingming Zhang – 123RF.com
[Orchids & Onions] Courage and humour rev the engine for consumers

One of the trickiest things for a brand to do is to change its offering radically and then market it. Ask Coca-Cola about the New Coke fiasco in the 1980s...

By Brendan Seery 5 May 2015 06:00

Rolf Akermann
Get the basics right

Two experiences in one week prompted me to write this article. Great TV campaigns, CRM programmes, social media etc. will not help if one does not get the basics right...

By Rolf Akermann 22 Apr 2015 14:18

Build fans, not audiences
Build fans, not audiences

Gone are the days of the passive audience that is willing to receive marketing messages at the whim of the advertiser. The new, more demanding, generation of consumers, has been exposed to so much advertising...

By Richard Firth 22 Apr 2015 13:08

IABC EMENA conference tackles leadership communication
IABC EMENA conference tackles leadership communication

LONDON: The IABC EMENA, the counterpart of the Africa region of the IABC, hosted their annual conference titled "Power to the People", addressing the key trends in communication...

By Daniel Munslow 15 Apr 2015 09:08

Danette Breitenbach
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
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

Brands need to make a difference
Brands need to make a difference

A defined 'purpose' should be a brand's ultimate goal, brought about through communications and through the organisation's internal culture, product development and CSR initiatives...

By Deborah Usher 7 Apr 2015 14:24

The sum of the parts: Creating value with holistic segmentation
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

Richard Firth
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

No communication = death to CRM
No communication = death to CRM

Let's face it, CRM is now a buzzword and the space has become cluttered and somewhat over-traded. For CRM to make it to the plateau of productivity, it needs to be properly integrated into customer communication...

By Scott Cundill 19 Mar 2015 14:00

Is your call centre doing justice to your brand?
Is your call centre doing justice to your brand?

As we move further into the world of e-commerce, e-education,e-administration and even e-society, first (and second and third) impressions are increasingly made not by your sales team...

By Jed Hewson 17 Mar 2015 14:24

Evolving from multi-channel to true omni-channel experiences
Evolving from multi-channel to true omni-channel experiences

The term omni-channel is on everyone's lips today - across all sectors - yet no brand in South Africa has managed to execute on a true omni-channel strategy...

By Lynette Hundermark 16 Mar 2015 15:04

Do once customer-driven companies need to lose their customer focus?
Do once customer-driven companies need to lose their customer focus?

Looking at all companies, at some stage in their history they were fantastic with customers - and then lost their way. We need to question whether the pressure to produce profit is so forceful...

By Aki Kalliatakis 11 Mar 2015 15:11

Danette Breitenbach
Coping under fire

Janine Lazarus, founder and owner of Janine Lazarus media consultancy was a journalist for 31 years, and has worked across the board from newspapers to radio...

By Danette Breitenbach 3 Mar 2015 11:42

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