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Infusing customer insights into your business: A look at customer relationship management systems (CRMs), customer data platforms (CDPs), and Data management platforms (DMPs) (By James Bayhack)

If businesses want more effective customer engagement and satisfaction, they need to start using that data to its full potential

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…

Source: CM.com |

Customer service in Kenya – what it will look like in 5 years, and how your business can benefit

With people relying more on digital support, traditional customer service as we know it is likely to be dead in five years

Over the last decade, customer service has relied on channels such as email, phone, and face-to-face contact, but the industry is rapidly changing. With people relying more on digital support, traditional customer service as we know it is likely to be dead in five years. As digitisation accelerates, customers have…