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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

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

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

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

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

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

Service is still the secret...

In this age of mass consumption, fast food, FMCG, twitterati, fly-by-nights, whirlwind trends and a general throwaway culture, there is still one secret weapon that savvy and sustainable businesses use to stay ahead of the game...

By Anton Ressel 24 Jun 2014 13:33

What if we voted for green grocers and shoe shops, banks and service providers?

In its truest form, a democratic country is ruled by public opinion. This is as true of governmental elections as it is of determining which retail companies will trump others or which banks will take the largest chunks of the customer pie graph.

By Andrew Cook 20 Jun 2014 14:29

Life after AMPS...

Although not perfect, I have found AMPS (the product survey side) an essential tool when developing strategies for brands over the years.

By Rolf Akermann 13 Jun 2014 11:44

The brand within

Effective internal brand-building boils down to some simple human truths, quite often ignored at the peril of the brand, both internally and externally, and ultimately the success of the business.

By Jane Stevenson 4 Jun 2014 07:46

Conversion attribution needs to be multidimensional to track today's complex customer

Your customer is not one-dimensional. He or she has complex needs, interests and behaviour. That's why you can no longer rely on last-click attribution to tell you the full story of the customer journey.

By Johan Walters 3 Jun 2014 15:06

Four social media marketing trends every marketer must know
Four social media marketing trends every marketer must know

Social media marketing is an ever-evolving discipline and it is unsurprising that quite a number of new and useful trends surface now and again.

By Joseph Neusu 3 Jun 2014 06:54

Leading social media strategy from the top with a listening command centre

One of the themes that keeps recurring in our social media projects for our clients is that social media is no longer simply about public relations, customer engagement and marketing.

By Gordon Geldenhuys 28 May 2014 13:48

Shopper marketing: The new mass media

I believe mall and in-store media companies are driving the next wave of innovation in brand marketing.

By Louise Marsland 26 May 2014 12:57

How to turn away online business

Recently I've been researching effective content writing, which naturally led me to go online and look at various sectors - not just at their websites but also importantly, their mobi sites. Interesting reading...

By Marion Scher 23 May 2014 06:29

The social media response
The social media response

Customer complaints are as old as business itself. A company makes a claim or sells something and inevitably someone will find something wrong with it or bemoan the lack of service.

By Jaco Pienaar 20 May 2014 14:03

Rate of social, technology change leaves marketing behind
Rate of social, technology change leaves marketing behind

South African marketing and communications professionals need to step up the pace at which they integrate new technologies and social trends into their strategies.

By Diane Charton 20 May 2014 10:05

Why trends matter

I was asked recently what I would write about when I ran out of trends. But that is the point, trends are ongoing, they don't have a beginning and an end. What is paramount is that you stay on top of the ones relevant to you.

By Louise Marsland 19 May 2014 10:43

The game of clones: Differentiation for the modern business
The game of clones: Differentiation for the modern business

Strategic thinkers and marketers have been drilling the concept of a unique selling point or differentiator into our heads.

By Claire Cobbledick 14 May 2014 09:50

Retailers need to innovate in-store, not only online

There is one massive sector of the market that seems to withstand any and all attempts to provide a better experience for the consumer... in-store retail.

By Louise Marsland 12 May 2014 05:32

There's more to training ROI than bleeding-edge technology

Companies that want to drive the maximum return on investment out of their efforts to train users to use new business systems and processes, should let their training needs dictate the technology they use, rather than allowing technology to drive the training strategy.

By Lyndsey Moorhouse 10 May 2014 11:57

Expanding the customer funnel to increase conversions

In the first part of this column, I outlined how you can put in place an advanced infrastructure to track and report on the customer's journey across your organisation's digital touchpoints.

By Johan Walters 18 Apr 2014 07:39

Creating shopping centres for consumers

A shopping centre is more than just bricks and mortar; it is a reflection of the evolution of consumers. Therefore, how a shopping centre's design reflects the values of its consumers plays an important role in its success.

By Danette Breitenbach 17 Apr 2014 07:58

Own your industry: Top five tips from new book
Own your industry: Top five tips from new book

Own Your Industry - How to Position Yourself as an Expert, by Douglas Kruger, is claimed to be the first book published on our continent on the topic of becoming an industry expert by design. It launched in SA this April, and will be available as an e-book by May. (video)

By Douglas Kruger 16 Apr 2014 08:28

Easy tips and tricks to supercharge your CRM efforts
Easy tips and tricks to supercharge your CRM efforts

As South African businesses create more personalised services, many do not realise that frontline staff, especially those addressing customer enquiries directly are some of the best ways to maintain great CRM.

By Jack Peterson 24 Mar 2014 09:51

Customer service - it really is your problem
Customer service - it really is your problem

Too many businesses are getting customer service wrong. Bureaucratic business processes are making it incredibly difficult for employees to be flexible and accommodate unique customer needs.

By Su-Mari Du Bruyn 17 Mar 2014 14:00

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