[Yaron Assabi] While over the years the main objective of Customer Relationship Management (CRM) - customer retention - hasn't changed, it must be said that the strategic implementation and platforms certainly continue to evolve, as they should, and today mobility is driving this evolution.
23 May 2013 07:20
[Natasha McClymont] 'A brand is built in a lifetime, and crushed in an instant.' So goes the paraphrasing of the famous quote by businessman extraordinaire, Warren Buffet. This year alone has witnessed several brands losing their credibility in the eyes of supporters and customers.
21 May 2013 06:23
[Aki Kalliatakis] The single most-cited source of frustration for customers is delays and long queues. Your company needs to take this seriously because when customers are kept waiting patience turns to frustration very quickly - and they then start looking for other things that have gone wrong.
16 May 2013 07:10
[Wayne Harrison] The process we follow when dating and sussing out a potential partner is quite similar to how we decide which brands understand us, suit our lifestyle and could be compatible in the long term. This process can be broken into four stages: flirting, dating, commitment, and sharing.
10 May 2013 12:02
[Chris Moerdyk] So, South African Airways (SAA) has just borrowed R1,5 billion from two banks to keep alive while it "waits for government to accept its turnaround strategy."
7 May 2013 06:49
[Felix Kessel] The future of the country rests firmly in the hands of the entrepreneurs. Tabled as the flavour of the decade, entrepreneurs are fast becoming the base of the wealth pyramid and are the people who will give rise to the mega-companies of tomorrow.
23 Apr 2013 05:39
[Lee Hartman] As a customer, do you know how many business relationships you have? Listing them can be an interesting exercise. Almost everybody can rack up at least 20 of these relationships without thinking much about it, and over 50 is common.
19 Apr 2013 06:07
[Jed Hewson] Gartner has said that there will be a 17% compound growth over the next five years for contact centre adoption of hosted call centre solutions, and it expects that by the end of this year, 75% of global call centres will be leveraging hosted call centre solutions.
16 Apr 2013 05:46
[Dr Tracy Dunbar] In a business environment where prices and products are so alike, a company's data and how it is used is one of the last remaining differentiators between mediocrity and excellence.
2 Apr 2013 12:00
[Paul Anderson] NEWARK, US: CRM is key to any business's success, so how does one analyse the CRM needs of a midsize business to ensure that business will succeed and grow?
2 Apr 2013 11:24
[Chantel Botha] So many corporates I have worked with fear the world of digital and social media. Not because it is hugely complex, but more because it is unknown and unpredictable and forces people to be resilient and adapt to change much more quickly.
28 Mar 2013 06:20
[Chris Grant] I am a compulsive reader and I'm fascinated by the use of the word 'truth' in article headlines. I am pulled in by the word hoping to find a clear, honest and truthful article on the subject matter - sadly, I am always disappointed.
21 Mar 2013 10:25
[Jolandé Duvenage] eBucks, a leading multi-partner rewards programme offered by FNB and RMB Private Bank, offers insight into trends that eBucks believes are influencing the rewards industry.
19 Mar 2013 15:39[Aki Kalliatakis] Food businesses and retailers be warned. Consumers are likely to make mincemeat of those firms that horse around with their food by misrepresenting ingredients and mislabelling products.
15 Mar 2013 16:10 
[Bruce von Maltitz] Smaller or new call centres are often lured by the promise of free call centre software that can be downloaded and cobbled together by an "IT professional", thus reducing their initial capex investment.
15 Mar 2013 05:42
[Simone Tal] Customer management, loyalty and retention are concepts deeply ingrained in successful organisations, which does not mean the process has to be complex or costly. By building an understanding with clients, you will be able to strengthen relationships and boost loyalty.
27 Feb 2013 05:00
[Mike Taberner] I am seeing many people talking about the virtues of big data and what this will do from a customer relationship management point of view. While I agree that the opportunity to dig deeper into your customer and their habits will be greatly enhanced, I fundamentally disagree with the idea that CRM is about the data.
25 Feb 2013 15:02
[Amy Johnson] In our clamorous society, if a message reaches its intended recipient, without being altered or misconstrued during transmission, it's truly a phenomenal occurrence.
25 Feb 2013 05:15[Aki Kalliatakis] Unethical trading practices are fast coming to the end of their shelf-life thanks to advances in consumer networking - unfortunately some of 'the usual suspects' have yet to wise up and risk a backlash from exploited customers.
23 Feb 2013 14:15 [Aki Kalliatakis] If your bank manager has never given you a hug, or if the waiters at your neighbourhood coffee shop has never recited poetry to you, you are among millions of consumers who feel unloved by the retailers and service providers who proclaim how much they value their customers but never get round to sharing the love... not even on Valentine's Day.
10 Feb 2013 07:15 
[Kobus Meyburgh] As the marketplace becomes increasingly crowded with products and services, it is becoming tougher for companies to stand out amidst the noise and clutter. In the past, how you packaged your product or service was of paramount importance, along with the messaging around it. These elements are still critical, but in addition, you need to offer the customer or consumer a unique experience.
5 Feb 2013 06:15[Mike Taberner] Regular communication is something every human being desires, this need is hard-coded into us and is something that we cannot do without. Relevant communication is equally import to us human beings - there is nothing worse than dealing with irrelevant communication. Brands that plan their communication strategy have an excellent opportunity to exploit these needs by ensuring regular and relevant communication.
2 Feb 2013 11:00 
[Sid Peimer] Taking a brief is a misnomer. That's as dangerous as taking candy from a stranger (in a long coat). You are sitting in front of the client because he/she wants something. And it's not a Loerie...
1 Feb 2013 07:01
[HKLM Exco Team] No, the concepts of "tribalism", "gamification" and "engagement" aren't a promo for the latest computer game, but are in fact the trends that will characterise the way companies and consumers interact in 2013. The branding industry is constantly developing and. while the following trends are evolutions rather than dynamic, short-term changes, we believe there are 10 areas that will define the brandscape over the next year.
31 Jan 2013 12:33
[HDI Youth Marketeers Team] Young South Africa is savvier than ever before. If you are looking for a smart and discerning
prosumer, this group of kids, teens and young adults will give you more kicks than you've ever bargained for. They know just what they are looking for from any brand, and this makes them that much more satisfying to please. Here are a few trends to look out for in 2013.
31 Jan 2013 11:30[Chantel Botha] I take out my crystal ball, as any good consultant is required to do at times, and venture to make some predictions for what customer experience challenges and trends I think brands will face this year.
30 Jan 2013 06:18 
[Johanna McDowell] There are a few trends to be aware of in 2013 which will help create opportunities within the advertising and marketing arena in South Africa. A number of these come from local and international intelligence.
29 Jan 2013 12:41
[Ryan Williams] I believe this year will be a positive one for cinema in South Africa, with a variety of influential trends taking hold of the industry. Digitalisation, 3D, blockbusters, increased attendance and on-the-mark cinema campaigns are all sure to contribute to a successful year.
29 Jan 2013 12:06
[Doug Mayne] All early indicators seem to confirm that December 2012 was a relatively good year for the mall environment. Certainly not a 'shoot the lights out' result but stable, single digit growth nonetheless. The point now is what 2013 holds in store for us. Here are a few key trends which I think are relevant...
28 Jan 2013 11:56
[Kevin Bassett] "Content, context and customer proclivity" will be the mantra that drives this year's marketing metamorphosis in the arena of mobile technology. I believe that we will see a year of repositioning - of un-automate, de-campaign and game-play - but also of tighten, regulate and measure. In short, 2013 will see the 'mobile moth' turn into a butterfly.
28 Jan 2013 10:52
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