Speaking at the Call Centres Africa `99 conference at the MTN Sundome today, Janice Anderson from Lucent Technologies highlighted that customer relationship management (CRM) should be seen as a business discipline supported by technology as this combines to form a commitment to long-term good service.
Anderson also said that business has undergone tremendous change. She cited e-commerce, the Internet and improved day-to-day business communication as examples. She added that with this in mind, an intimate knowledge of customers and what they need, in addition to good service can result in loyalty.
According to Denis Kampel, GM of exhibitions at Call Centres Africa `99 organiser, AiC Worldwide, the event has exceeded all expectations.
"We have really grown with the industry," he said, adding that the show not only attracted a good quantity of visitors but also, in terms of decision-making, a good quality of visitor. A large proportion of those visiting are buying products and services, he noted.
"People forget how much work goes into something like this, it is really a product of 12 to 15 months intensive work, a long-term project."
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