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Ipsos presents new thinking on share of wallet

In a time when the economy is so volatile, it is important to understand customers' spending patterns. "Focussing on retaining customers alone does not have a big enough impact on a company's bottom line," states Rentia Kramer, Head of Ipsos Loyalty in South Africa. Even though your brand could be receiving high satisfaction and recommendation ratings from customers, it could still be losing sales if customers are more satisfied with, and more likely to recommend, a competitor. It is valuable and important to measure how happy your customers are and how likely they would be to recommend your brand, however it doesn't shed any light on how customers are dividing their spending between your brand and its competitors.

Issued by Ipsos 24 Jul 2014 12:29

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?

An internet user recently purchased a product from a service provider that offered internet access and coverage via mobile data, in most "major cities and towns", and provided a map where users are able to check their coverage. All seemed in order - until the unit didn't provide the coverage that the advertising promised.

By Gareth Cremen 21 Jul 2014 10:38