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, says Gary Allemann, MD, Master Data...

Data: the bank manager of the future

A few decades ago, bank managers and storekeepers used to know their individual customers’ shopping or banking behaviour, preferences and needs intimately enough to provide them with personalised advice, recommendations and service that encouraged customer loyalty....

Marketing automation the next phase of CRM

Marketing professionals are forever being swamped with snazzy new buzzwords and trends that are poised to transform marketing practices. This is especially true when it comes to CRM, which evolves and innovates at an alarmingly fast pace. It is difficult, as a result,...

Tips for using social media during a crisis

There’s a gas explosion at your main manufacturing plant: lives are at risk and production is likely to be affected. Your call centre has been hit by an outbreak of food poisoning after a team party and is running at 20% capacity. Your products are contaminated and...

The ethical dilemma of social media

Social media platforms like Facebook and Twitter are becoming a popular communication trend in business. Unfortunately, the trend sometimes comes with unforeseen ethical problems for the business. One bad tweet could end up hurting your sales, your image and your...

Resolutions trump answers in customer care

There is a big difference between answers and resolutions, especially when it comes to customer support. Is serving up pages upon pages of search results on a web page for your customer or agents to scroll through really providing an answer? Sometimes an answer isn’t...