The urgent need for businesses to attract and retain customers in today’s fiercely competitive market has revolutionised customer interaction and Customer Relationship Management (CRM). This is now a technology-driven business discipline underpinned by the advent of big data analytics, AI and the cloud.
The Viva Foundation South Africa is a Mamelodi-based not-for-profit organisation focused on the social and cultural upliftment of informal settlements. It is part of the Impact Mobilisation Department (IMD) of the Hatfield Christian Church.
Often when we consider the business process we take it for granted that certain steps, systems and workflow are in place and the situation is as it should be, normal.
Mamelodi-based Public Benefit Organisation the Viva Foundation South Africa continues to operate and help transform informal settlements and high priority poverty areas, thanks mainly to the support of partners like leading ICT services and solutions firm Elingo.
Cuѕtоmеr еngаgеmеnt іѕ the business communication соnnесtіоn bеtwееn аn external stakeholder (consumer) аnd an organisation (соmраnу or brand) through various сhаnnеlѕ оf соrrеѕроndеnсе.
There is no doubt that digitalisation is the main driver behind business across the majority of industries, and as businesses enforce their strategies, they need to keep customer experience, content, mobility and security front of mind.
The primary motivation behind businesses focusing on digital transformation in 2017 will be to align and improve customer experience, which may catch some decision makers off guard.
With SMS volumes in rapid decline, what does this mean for your contact centre and your customer service channels? In the past companies used SMS to contact their customers or advertise using SMS systems.
The decision to go cloud is no longer just a simple decision made because of the strategic business benefits, but also certain areas of the business needs should be considered. A wholesale approach to cloud infrastructure is not always possible, as the company’s operating model may require additional specifications for the business needs.
5 key points to remember – When dealing with customers and clients, most enterprises are competing on service and not on features and functionality. The result has been a service mindset where customers are seen as commodities, and customer retention is becoming harder than ever.