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By James Bayhack, Director: Sub-Saharan Africa at CM.com As 2021 comes to a close, many businesses are still responding to changes in the business environment brought on by the COVID-19 pandemic. The global crisis introduced the necessity to innovate, forcing many to rethink how they communicate with their customers and repackage product and service offerings […]
By James Bayhack, Director for Sub-Saharan Africa at CM.com Service, service, service. That’s been the call for businesses that want to keep their clients happy and turn one-time customers into lifelong fans. Now, however, the focus has moved to brilliant customer experience. But what does this mean? And why are we seeing the shift? Think…
By James Bayhack, Director for Sub-Saharan Africa at CM.com Service, service, service. That’s been the call for businesses that want to keep their clients happy and turn one-time customers into
By James Bayhack The COVID-19 pandemic has left many customer service departments under immense pressure to meet client expectations while keeping response
By James Bayhack, Sub-Saharan Africa Director at www.CM.com In today’s digital world, data-driven customer analytics have become the heartbeat of modern businesses. Customers are engaging with businesses through digital channels while innovative technology allows the tracking of online activity, giving businesses access to more customer insights. So, how can businesses manage all the data at their disposal? Data management platforms (DMPs), customer relationship management (CRM) systems, and customer data platforms (CDPs) can all play an important part in the customer lifecycle, but telli...