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CRM news
Jellybeans and Tabasco: a recipe for loyal customers, memorable brands

[Jo Duxbury] Your customers are potentially your best salespeople. If you want to get them talking positively about your brand, consider thoughtful, low-cost, high impact touches that will surprise and delight them. 3 Jul 2009 10:17

Are you listening to the voice of your customer? - Conexus

Poor customer experience is one of the main reasons for customer defection and while there are many ways to improve this experience, one of the most important is your customer's interaction with your call centre - it can make or break your relationship. 24 Jun 2009 13:47

Letter from Japan - psychology of a recession

[Gerhard Fourie] With consumer spending accounting for more than half of the economy, Japan's economic survival during the current recession has to hinge on how often and how wide its citizens open their wallets and purses. However, given the risk-averse nature of the Japanese psyche, convincing these citizens to maintain their spending habits is an uphill battle for retailers and government alike. How would you, as a marketer, keep the tills ringing? 18 Jun 2009 09:02

Are we live yet? Celebrate successful CRM implementation

[Roger Strain] The moment a CRM project goes live should be an excuse for celebration: a milestone successfully reached, the culmination of weeks or months of effort. Yet all too often it slips by like an unwanted birthday, unnoticed and unheralded. 17 Jun 2009 12:26

Social media is a people problem

[Roger Hislop] First the good news: using social media for marketing is not a technology issue; it's not a software issue; it's not even that complicated. Anyone, given a bit of sense and a free weekend to cruise some how-to sites, can learn how to use most of the popular social media platforms like YouTwitFace. Now the bad news: it is a people problem. You could even say it's an HR problem. 11 Jun 2009 09:27

Bank joins Twitter for CRM purposes

While First National Bank (FNB) is not the first bank to seek new ways to manage its online reputation, it has taken the development of its customer channels a step further with its active role on microblogging platform Twitter. 22 May 2009 13:08

Software as a service comes of age

[Roger Strain] The idea of buying software as an ongoing service rather than a shrink-wrapped product is not particularly new. Buying software as a service (SaaS) is a bit like buying a pay TV subscription. By contrast, buying software as a product is like buying a microwave or a TV. 12 May 2009 12:29

Twitter to the people

[Herman Manson] Brands are venturing onto micro-blogging platform Twitter - with mixed results. 11 May 2009 13:43

Making innovation work in today's environment

[Eve Dmochowska] Bill Carney, senior marketing professor at the Instituto de Empresa, Madrid, gave a most inspiring lecture at The Marketing Show in Bryanston, Johannesburg, yesterday, Monday, 4 May 2009. He wasn't actually here - in fact he was in a hospital bed in Geneva, but with a bit of technology, a wing and a prayer, he was able to deliver his talk to a captive audience. 5 May 2009 10:25

CRM - It's personal - Quirk eMarketing

[Kathryn Sharfman] Customer Relationship Management (CRM) has matured over the years. It was once commonly defined as software to manage sales leads and not much else but has now become a recognised business methodology for helping to shape and form an organisation. Here's an outline of my personal journey with CRM. 23 Apr 2009 11:12

Don't blame staff for bad service

[Pete Smith] Why? Because, reckons Pete Smith, South African management is also to blame for bad customer service. 8 Apr 2009 13:43

New software development capabilites at Camsoft - Maximizer

Local CRM and data security provider Camsoft Solutions has entered into a strategic alliance with dotXML Technologies, a company that develops software applications in a wide variety of disciplines and platforms. 23 Mar 2009 11:34

Boost ROI on CRM by effective change management

[Diane Bartlett] CRM software tools have improved almost beyond recognition over the past few years. So why do so many CRM implementations still struggle? Several years' work implementing CRM in a wide range of organisations points to a single, overarching factor: inadequate change management. 17 Mar 2009 11:59

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Contributors

Jo Duxbury
Jellybeans and Tabasco: a recipe for loyal customers, memorable brands
Gerhard Fourie
Letter from Japan - psychology of a recession
Roger Hislop
Social media is a people problem
Herman Manson
Twitter to the people
Eve Dmochowska
Making innovation work in today's environment

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