The CRM community of South Africa

Safeguarding the brand you've built

Tue, 21 May 2013 06:23:00 +0200

'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.
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The power of true consumer insight

Mon, 20 May 2013 10:57:00 +0200

Companies will need to start designing brands from the outside in by creating experiences built around a real relationship and bond with their customers. So says, Jacqui Maroun, head of user experience design at leading digital agency, NATIVE. "At the core of this relationship lies profound insight into the heart and mind of the customer. Brands will need to understand their motivations, their pain points and their values," she says.
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How to deal with delays, kill queues

Thu, 16 May 2013 07:10:00 +0200

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.
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Belief + behaviour = trust

Fri, 10 May 2013 12:02:00 +0200

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.
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Will the R1,5 billion SAA borrowed rescue it?

Tue, 07 May 2013 06:49:00 +0200

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."
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Get familiar with the Ombud process

Thu, 02 May 2013 07:22:00 +0200

Consumers who feel that they have experienced poor service, bad quality products and broken promises, can feel safe and empowered in the knowledge that if anything goes wrong, there is an Ombudsman ready to hear their case and resolve disputes.
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Why brands should behave more like entrepreneurs

Tue, 23 Apr 2013 05:39:00 +0200

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.
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Why business to consumer communication is broken

Fri, 19 Apr 2013 06:07:00 +0200

As a customer, do you know how many business relationships you have? Listing them can be an interesting exercise: The phone company, the supermarket, the doctor, the dentist, the garage, the bank, the gym, the place you buy your lunch... almost everybody can rack up at least 20 of these relationships without thinking much about it, and over 50 is common.
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Hosting is the norm, not the exception

Tue, 16 Apr 2013 05:46:00 +0200

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.
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Maximizer assists CCI Technology Solutions with CRM for boosting efficiency

Mon, 15 Apr 2013 12:51:00 +0200

Customer Relationship Management specialist Maximizer Software has unveiled a new case study outlining how CCI Technology Solutions, one of South Africa's foremost IT infrastructure companies, has used its CRM platform to play a leading role in efforts to wire businesses in key sectors throughout the country for the global digital marketplace.
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