CRM contributor articles

Your industry

Latest showcases

More showcases...


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

Chris Moerdyk
Why customer service is so bad

One of the main reasons why customer service in South Africa is pretty much atrocious is because staff attend customer service training courses...

By Chris Moerdyk 3 Mar 2015 05:02

[TrendTalk] Content is key to 'winning' Twitter
[TrendTalk] Content is key to 'winning' Twitter

We know from a personal perspective that to get more followers on social media we have to be active daily, post cool stuff, be authentic and be engaged. But is it the same for brands?...

By Louise Marsland 20 Feb 2015 10:38

Why SA companies must start focusing on social media as a service channel
Why SA companies must start focusing on social media as a service channel

A growing number of consumers are turning to social media as their first point of contact when they have a question or complaint for a brand with which they do business...

By Gordon Geldenhuys 19 Feb 2015 16:00

Embracing customer service in the digital world
Embracing customer service in the digital world

Customer service. Two words that strike fear in many companies more than load shedding, hostile takeovers, and rising costs. Customer service requires time and resources to be effective...

By Jaco Pienaar 13 Feb 2015 14:37

Malcolm McDonald
Why most companies get KAM hopelessly wrong

Ask any director of any company what their biggest challenges are and the answer will always include something about how to deal profitably with big, powerful customers...

By Malcolm McDonald, Issued by Strategic Business Services 11 Feb 2015 10:13

Chris Moerdyk
Don't think out of the marketing box - just get rid of the whole damn box

Many South African marketing and media people are still in denial. To about the same extent as Thabo Mbeki and Co were over HIV/Aids...

By Chris Moerdyk 5 Feb 2015 09:10

Marion Scher
Pulling PR costings out of a hat

I was recently asked to quote for a media consultancy job by a Cape Town company...

By Marion Scher 3 Feb 2015 07:40

Context is king in the next wave of digital marketing
Context is king in the next wave of digital marketing

I recently attended a discussion with some colleagues and key clients, WPP STREAM Africa, around how to target digital marketing messages at an elite group of wealthy consumers...

By Richard Mullins 23 Jan 2015 11:03

Sid Peimer
Satisfied customers don't mean repeat business

We ask customers how satisfied they are, because we think that satisfaction means profitability and growth. That's not necessarily true...

By Sid Peimer 13 Jan 2015 14:22

Unlocking value from customer relationships in 2015
Unlocking value from customer relationships in 2015

I recently presented a paper titled "Thriving in the Digital Age: Elevated Experiences, Interactions and Analytics" at a conference that focused on how businesses can manage relationships with their customers in the digital era...

By Joseph Neusu 9 Jan 2015 06:42

Feed your customers festive this season
Feed your customers festive this season

The build-up to the festive season takes meticulous preparation - depending on how particular you are. It also causes untold stress and is always over far too soon...

By Catherine Milward-Bridges 4 Dec 2014 11:14

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

Next >