Creating loyalty requires transparency, understanding and support.

Marketing automation systems help profile, target, attract and retain customers.

A dynamic customer retention strategy allows a business to grow its revenue among existing customers.

The acquisition and storage of the customer`s e-mail address are the key challenges of an e-billing drive.

Most firms do not exercise the full potential of their call centres.

There are similarities between the services offered by water companies and those provided by ISPs.

The forgotten asset is a critical problem since it permeates every facet of the organisation.

Workforce optimisation is redefining the alignment of people, processes and technology in contact centres.

A decade on, organisations that committed to enterprise architecture have gained the promised competitive advantage.

Internet Protocol (IP) telephony systems contribute to improved agent productivity and service levels.

SME owners must take steps to prevent security issues harming productivity.

Much still needs to be done to ensure BEE achieves its intended goals.