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Tiffany Markman
Communication lessons from The Steve & Nancy Saga: A Sorbet Story

Let me first admit two things: 1.) I'm a groomer. Big time. I polish. I wax. I whiten and straighten and tweak; 2.) I do a fair chunk of this at Sorbet salons, making me what they call a 'guest'...

By Tiffany Markman 26 Nov 2014 12:58

Grace Belger
Avoid lawyers and be human...

There is a lesson here for Cell C (and other companies, for that matter) in the Cell C banner debacle. When you are facing a reputational crisis, the worst reaction is to be defensive; run to the lawyers and advertise...

By Grace Belger 19 Nov 2014 15:21

Suren Govender
Keeping up with the connected customer

At this late stage in our technological evolution we are facing yet another digital divide - this time between consumers and the companies that supposedly serve their interests...

By Suren Govender 19 Nov 2014 14:23

Service: two wrong feet and ugly shoes
Service: two wrong feet and ugly shoes

What a swirl of service-siren crazy we've been treated to. Not the mad kind, the good kind - and finally! Because service is bollocks in South Africa and peeps be getting tired of having to lick their own...

By Dylan Balkind 19 Nov 2014 08:39

Winning with social customer care this festive season - Why Satisfy
Winning with social customer care this festive season

Summer is upon us and I for one am looking forward to chilling by the pool or heading out to the beach. Whilst my thoughts are firmly set on winding down, retailers and e-tailers, of course, are heading in the opposite direction...

By Paul Roberts, Issued by Why Satisfy 17 Nov 2014 13:30

Madelise Grobler
Make your company speak for itself in five simple steps

Many will tell you that when it comes to marketing, what matters is what others are saying about your company. The starting point of this, however, is what your company is saying about itself...

By Madelise Grobler 14 Nov 2014 15:05

Claudelle Naidoo
Consumer trust is based on advertiser investment, not expenditure

The media and marketing industry in South Africa is at a crossroads at the moment - the big question being asked from brands/spenders is "How can I get the most reach for my buck?"...

By Claudelle Naidoo 11 Nov 2014 14:00

Catherine Milward-Bridges
Bad customer service: Take 'A WHIP' to it

It doesn't take a genius to know that if you're rendering a service, being attentive to your customers' demands is an effective way of protecting your brand's reputation...

By Catherine Milward-Bridges 11 Nov 2014 10:13

Vanessa Bluen
10 mistakes that could jeopardise your company

As economies fluctuate so strategies need to adapt. This has always been the case. However, now as the world around us changes dramatically, some strategic changes need to be radical...

By Vanessa Bluen 10 Nov 2014 14:00

Pieter Scholtz
Creating a 30-hour work week

Knowing how to use your time effectively is a more valuable skill than knowing how to make, manage, invest and spend money...

By Pieter Scholtz 8 Nov 2014 10:50

The responsive brand: how to handle social media
The responsive brand: how to handle social media

It took six months after the first reporting of the rear windows of Opel Corsa Lites shattering for the manufacturer to issue a recall. Today, this matter would have been handled very differently...

By Danette Breitenbach 3 Nov 2014 10:22

The internet has changed our brains: Has your company stayed the same?
The internet has changed our brains: Has your company stayed the same?

The way we think, read and shop has changed for good. The way we shop online and the way we operate offline are distinctly different things...

By Claire Cobbledick 31 Oct 2014 14:00

Ivanna Granelli
Telecoms call centres must create a learning culture

There are few workplaces that are as stressful as a telecoms operator's call centre. When a telecoms subscriber phones in, he or she is often already disgruntled because there's a problem with his or her service or bill...

By Ivanna Granelli 31 Oct 2014 08:51

Andrew Cook
Six of the worst customer service practices... and how to fix them

Customer experience management (CEM) is a strategic process that companies should implement across the entire organisation to look after their customers...

By Andrew Cook 28 Oct 2014 15:00

Ivanna Granelli
Breaking the expensive call centre cycle of recruiting, training and churning

There are few business operations that are more challenging from a human resources perspective than running a call centre...

By Ivanna Granelli 15 Oct 2014 14:11

Farren Roper
New age marketing in the era of the cloud

Great marketing no longer starts with an 'aha moment' in a boardroom or within the agency. It now starts with the customer...

By Farren Roper 9 Oct 2014 14:00

How to use social CRM to simplify your business and increase sales
How to use social CRM to simplify your business and increase sales

Managing customer relationships is something that many businesses struggle with and can be a hindrance to long-term success...

By James White 9 Oct 2014 07:37

Trust - the new commodity in business
Trust - the new commodity in business

The Edelman 2014 Trust Barometer research shows that only 17.5% of people around the globe trust their business and government leaders to tell the truth and solve social problems...

By Danette Breitenbach 23 Sep 2014 09:25

Su-Mari Du Bruyn
Defusing conflict

There is a saying that variety is the spice of life. Most people prefer variety when it comes to choosing the right frame for their reading glasses, a tie, a shirt, a dress or shoes, but more often than not people are less interested in a variety of opinions...

By Su-Mari Du Bruyn 12 Sep 2014 13:06

Janine Hills
The balanced perspective of turning a crisis into an opportunity

A company that weathers a crisis well, understands that adversity is a concealed opportunity for growth or change...

By Janine Hills 10 Sep 2014 15:24

Joseph Neusu
Emotional branding - The love affair between consumers and brands

I recently carried out a survey of newspaper advertisements, and I was shocked to learn that the majority are solely based on unsentimental logic and product specifications...

By Joseph Neusu 29 Aug 2014 14:45

Chris Moerdyk
The awesome power of an apology

It is a window of opportunity that has opened up for perhaps just a few years but it is going to take the mass media, marketing strategists, ad agencies, and...

By Chris Moerdyk 15 Aug 2014 06:45

Lauren Heap
Shifting to the next phase of CRM: Marketing automation

One of the trends that has undoubtedly come to the fore over the past several years is marketing automation, which harnesses both the intelligence and convenience...

By Lauren Heap 30 Jul 2014 14:30

Creating the elusive single customer view
Creating the elusive single customer view

Many organisations are investing significant sums and extensive time into implementing Customer Relationship Management (CRM) systems for their purported ability to deliver improved customer relations and client retention...

By Gary Allemann 21 Jul 2014 14:00

Does your social media team know the CPA?
Does your social media team know the CPA?

Companies who have client-facing staff either online or offline should ensure that every staff member has a basic working knowledge of the Consumer Protection Act...

By Gareth Cremen 21 Jul 2014 10:38

[CEM Summit] How to be great at customer service
[CEM Summit] How to be great at customer service

Customer service is about people and trying to please them, but it begins with the employee, not the customer because "happy teammates equal happy customers" - Sam Sabbagh.

By Jessica Taylor 15 Jul 2014 12:33

Identity crisis
Identity crisis

Nowadays, organisations not only have to be innovative and creative, but they need to understand the regulatory, legal and financial issues of doing business locally and abroad...

By Lara Magnus 15 Jul 2014 07:04

Lyndsey Moorhouse
How systems training can super-charge your customer service processes

South African organisations have a significant opportunity to improve their customer service performance, by more closely aligning their back-office people and processes with those in the front-office...

By Lyndsey Moorhouse 8 Jul 2014 15:11

Andrew Cook
Take away tips from Customer Experience World London 2014

A couple of weeks have passed since the Customer Experience World London 2014 conference. I've taken the time to reflect on lessons learned and the take away nuggets of knowledge that I picked up over the course of the two days at Senate House.

By Andrew Cook 26 Jun 2014 14:42

Joseph Neusu
How to handle negative feedback on social media

Negative feedback from customers has been part of the business landscape since time immemorial. What is just different now is the velocity and visibility of complaints as a result...

By Joseph Neusu 26 Jun 2014 14:00

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