Manufacturing companies are increasingly looking to warranty management processes in order to enhance both bottom and top line performance. The resulting investment in technology is creating a significant opportunity for technology vendors. 4 Aug 2008
In this heated battle for the consumer dollar, retail marketers are looking to establish a personal and consistent relationship with shoppers through integrated customer loyalty programs that leverage traditional offline and emerging communications channels. Not surprisingly, it can be overwhelming for retailers to figure out where to start. 1 Aug 2008
One best practice forward-looking companies have adopted is being proactive with online conversations that criticize, question - or hopefully compliment - a company's products or services. 30 Jul 2008
The self-service kiosk industry is growing at a fast clip, with transactions at these expected to surpass US$607 billion this year in North America alone, according to the IHL Group. But are the kiosks really increasing efficiency for consumers? 29 Jul 2008
One of the hallmarks of CRM is that its footprint keeps expanding. I think part of the reason is that we have taken to lumping everything that is not a back-office application area into CRM. In fact, some people are even using front office interchangeably with CRM these days, myself included. 24 Jul 2008
The Renault-Nissan Alliance is to invest R1 billion to upgrade Nissan's manufacturing plant in Rosslyn, outside Pretoria. 23 Jul 2008
Small businesses differentiate themselves through specialisation and customer service, and in tough economic times, they can't afford to sacrifice either. In fact, small-business owners should focus their resources on those areas. 22 Jul 2008
Customer service is as important in the B2B space as it is in the consumer sector. It can be a differentiator for debt collection firms, which often are among several firms a customer deals with. 21 Jul 2008
More call centre operators are changing their attitudes on having customer service representatives work from home, swayed by the reduced operating costs and increased productivity associated with a home-based agent design. Plus, technological advances have enabled home-based agents to communicate more effectively with customers. 21 Jul 2008
In the current gloomy economic conditions, businesses have to create the unique in-store experience to attract and retain customers and most importantly - get the biggest share of the customer's shrinking wallet, says Craig Cesman, CEO of audio branding experts DMX Music Africa. 15 Jul 2008
Despite progress made against key warranty chain improvement initiatives, service and warranty management executives still wrestle with post-sale customer satisfaction issues and escalating warranty costs. 14 Jul 2008
The relatively new industry of Business Process Outsourcing and Offshoring (BPO&O) is expected to grow globally by 50% per annum over the next four years, generating a number of employment opportunities, Trade and Industry Minister Mandisi Mpahlwa said on Thursday, 10 July 2008. 11 Jul 2008
Ease of use and software simplicity have been mainstay messages in CRM for many years. I have watched as this messaging has alternated with financial benefits for a long time, and I am not sure if it's random alternation or if there might be economic undertones, but it seems like we're trading themes at the moment. 11 Jul 2008
Recruitment Process Outsourcing (RPO) is growing rapidly and has the potential to be a multi-billion dollar market, taking advantage of the trend towards single process deals in human resources outsourcing. 11 Jul 2008
The worldwide market for CRM software grew in 2007, according to a Gartner report. Emerging markets were a major factor in the increase, as were the popularity of Software as a Service offerings. The United States accounted for 53% of all CRM sales during the year. 9 Jul 2008
What a great metaphor to discuss email. Stephen Covey has long reigned as one of the core pioneers of self-development and time management principles. As such, I'm a firm believer that the email space can benefit from the core principles of the "Seven Habits" series. 8 Jul 2008
Ster-Kinekor Theatres have introduced another way of dispensing movie tickets to ensure customer convenience for all members of the public. 7 Jul 2008
We are in a moment when, for a variety of reasons, we need to think about using some of the new applications that help us as vendors present a kinder and gentler face to the customer. In many ways, a recession is a classic time for excellence in business process execution. 7 Jul 2008
The use of global delivery models is now common practice within the business process outsourcing (BPO) market and Latin America is becoming an increasingly popular destination for IT services and BPO vendors who are looking to provide low-cost services to clients. 3 Jul 2008
Recently an Email Experience Council member asked me whether retailers should drive sales online or offline with their email marketing. 30 Jun 2008
