Tag: customer relationship management (CRM)

What distinguishes leading financial advisers today is their ability to provide practical, ethical and customer-focused guidance that adapts to changing environments. In a climate shaped by economic volatility and regulatory reform, advisers are stepping beyond product sales to become long-term strategic partners to their customers. This shift is already well underway.

Forget outdated consumer demographics and marketing personas. Even knowing your customers’ names and preferences is no longer enough. According to a Marketing & Sales Practice report by McKinsey, 71% of consumers now expect personalisation. This expectation raises the bar for customer retention and engagement.

Every organisation is working to harness artificial intelligence (AI) to improve sales and customer service experiences. However, great AI relies on data. Traditionally, companies have used structured data, such as rows and columns, often from customer relationship management (CRM) applications.

Does anyone remember when banks and insurance companies lamented that customer information couldn’t be leveraged effectively? This was because it was locked up in silos. Surprisingly, you don’t need a long memory - this was only about 12 months ago. And it remains a major issue for large organisations. Many still struggle to integrate disparate divisions dealing with the same customers, but separately.

Public Branch Exchange (PBX) has been synonymous with business communication for decades, representing a kind of mini phone network for a business’s internal and external communication. Traditionally, it has been a big investment and, as we all know, technology ages and needs to be serviced. 

Designing sales incentive programs for the motor retail industry - whether for your own sales force or a channel partner - presents several unique challenges due to the complexity and variability of the market. It’s a task requiring specialised skills and expertise in incentive and technology design that few businesses have in-house for either the development or ongoing management thereof.

One significant challenge facing African manufacturers is inadequate reporting and analysis capabilities. This often results in inefficient decision-making processes due to siloed data, limiting the ability to respond to changing conditions quickly.

In the age of digital transformation, effective communication with customers is the key to success for businesses of all sizes. With 2.7 billion active users per month, WhatsApp has emerged as a powerhouse in the world of messaging apps. To harness its potential for enhancing customer experiences, you have two distinct options: WhatsApp business app and WhatsApp business platform (API).

Geographic information systems (GIS) are transforming banking by integrating location-based insights with customer relationship management (CRM) tools. New technologies are rapidly reshaping the banking sector, signalling a shift from traditional, branch-centric models to a more data-driven, customer-centric approach.

In recent years, retail and eCommerce businesses have adapted to the increasing influence of digitalisation. Customers now demand user-friendly digital interactions, with little tolerance for inconveniences. Surprisingly, 86% of customers are willing to abandon a brand after just two negative experiences.