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SA business can learn from Google

Creating digital, monetised ecosystems around the customer could cover the costs of the core service.

By Tracy Burrows, ITWeb contributor.
Johannesburg, 16 Aug 2016
Gerald Naidoo, Group Chief Executive at Logikal Group, spoke ahead of the Software AG Digital Business Day to be staged in Johannesburg, saying the global digital business movement essentially meant that business could now address customer requirements through digital channels.
Gerald Naidoo, Group Chief Executive at Logikal Group, spoke ahead of the Software AG Digital Business Day to be staged in Johannesburg, saying the global digital business movement essentially meant that business could now address customer requirements through digital channels.

South African businesses have a lot to gain from creating digital, monetised ecosystems around the customer to cover the costs of the core service, much like the Google model does, says Gerald Naidoo, Group Chief Executive at Logikal Group.

Speaking ahead of the Software AG Digital Business Day to be staged in Johannesburg, Naidoo said the global digital business movement essentially meant that business could now address customer requirements through digital channels. "This means that local businesses have the ability to decrease the cost of operations when providing value-added services to customers. They no longer require traditional brick-and-mortar structures to be able to interact with customers."

In addition, customer relationship management (CRM) is greatly enabled due to the fact that every interaction with the customer can be managed through a single platform. Operational CRM is more centralised and so more focused and personalised, he said.

"For all industries, if platforms adopt appropriate measures and data standards, data becomes more secure. So whether you're an existing business or an up-and-coming entrepreneur, your business is made more responsive and more secure, while lowering costs," said Naidoo.

"It's basically the Google model - a high volume of customers on a monetised platform. South African businesses need to find ways to increase their share of wallet by understanding what their customers spend their money on, be able to cross-sell and still manage their core service."

Within the move to digital, Naidoo believes South African business cannot afford to ignore the increasing focus on mobile platforms as the preferred method of engagement.

Logikal Consulting aims to drive digital business and mobile engagement in South Africa through its partnership with Software AG, says Naidoo. "We are very excited to be partnering with Software AG as Logikal has a significant IT architecture practice, which will now utilise Software AG's Enterprise Architecture Tools as seen in the Gartner Magic Quadrant. The partnership with Software AG complements Logikal's group focus on Tier 1 Enterprise Mobility and Integration Solutions."

The Logikal Consulting-Software AG collaboration will be showcased at Software AG's Digital Business Day, where Logikal will host a delegate cocktail party and an interactive Q&A session with its management team.

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