Mind the customer engagement gap

The balance of information between businesses and their customers has shifted radically. From buying decisions to service, the customer is now in the driver’s seat. Companies across industries – from retail to consumer goods to utilities to financial services...

Becoming customer-centric in the digital era

The power pendulum has swung in favour of the customer in the mobile-first, cloud-first world, in which consumers are always connected to the internet and their spheres of influence. Customers do their own research and question their peers to make buying decisions...

The customer experience is a journey

Customers are the lifeblood of any business, and many organisations have become exceptionally good at creating excellent individual engagements and interactions with their customers, says Shailendra Singh, business director of Africa Region, South Africa, Wipro. However, in today’s socially connected, “always-on” world, the customer experience is no longer about isolated incidents.

Mining for the perfect solution

JSE open pit mining and materials company, Afrimat, has deployed MWare XRM to improve its productivity and also to have a more detailed approach of its quarries and equipment. One Channel partner and ERP specialists, MyMethod Consulting, implemented the solution that...

Evolving to true omni-channel experiences

The term omni-channel is on everyone’s lips today – across all sectors – yet no brand in South Africa has managed to execute on a true omni-channel strategy, says Lynette Hundermark, MD of Useful & Beautiful. Look to the international market,...

Customer experience a key concern

The unhappy customer – to most companies, this is the worst possible business outcome. How about the indifferent customer? If the customer is king, then surely logic should follow that the customer’s experience, and by association their feelings toward your business,...