ITINews - Insurance Times and Investments Online Industry News - Business Managementhttp://www.itinews.co.zaThe complete South African Financial Services News and Information PortalCopyright (C) 2006editor@itinews.co.zawebmaster@itinews.co.zaenITINews RSS GeneratorNew approaches to leadership shifts organisational cultureshttp://www.itinews.co.za/news.aspx?categoryid=13&subcategoryid=1146&itemid=28e4d659-49c3-4e93-8105-b10965401cb4"When learning falls behind the rate of change it basically breaks everything" - The worst thing a leader can do is believe that they know it all, but, says Chris Breen, Associate Professor at the UCT Graduate School of Business, in his many years of working with those at the top, this is one of the most common characteristics of SA leaders.editor@itinews.co.za (Natasha Arendorf)Mon, 08 Aug 2011 12:00:00 AM GMTWhy user research is critical in plain language programmeshttp://www.itinews.co.za/news.aspx?categoryid=13&subcategoryid=1146&itemid=73ebb626-c758-4e62-8d06-4d8db83f424fOften a gap between perceived understanding and actual understanding - Companies that want to get the maximum benefit from their plain language programmes must focus on user research to ensure their documents meet the goal of presenting information in a way that the intended readers will find easy to understand.webmaster@itinews.co.za (Petra Peacock)Mon, 15 Oct 2007 12:00:00 AM GMTCreating an experience that financial services customers wanthttp://www.itinews.co.za/news.aspx?categoryid=13&subcategoryid=1146&itemid=51eb9942-4597-4e3c-9b44-692856e0e649It's no longer enough to have good products and deliver adequate service - Here's a dream scenario for any customer of a financial services company: you're browsing their website and spot something you'd like to know more about.editor@itinews.co.za (Roger Strain)Mon, 09 Jul 2007 12:00:00 AM GMTNetcare comes full circle in an effort to give customers a voicehttp://www.itinews.co.za/news.aspx?categoryid=13&subcategoryid=1146&itemid=dd5040f5-f2d6-4187-b713-307a77a16605A holistic overview of what customer expectations are - It has been a year since Network Healthcare Holdings (Netcare) gave its customers a voice by putting in place an innovative customer-centred feedback system.editor@itinews.co.za (Edited by ITInews)Wed, 09 May 2007 12:00:00 AM GMTHR department is responsible for "20 per cent" of a business' performance, says Ulrichhttp://www.itinews.co.za/news.aspx?categoryid=13&subcategoryid=1146&itemid=32ab56ff-288f-4ba9-ac8b-c07e1dda5324Creating a company's culture from the outside in - A company's human resources department is one of its most underused assets, yet has the potential to become one of its prized according to Dave Ulrich.editor@itinews.co.za (James Wight)Wed, 02 May 2007 12:00:00 AM GMTOutsourcing promises major benefits for SA consumers and insurershttp://www.itinews.co.za/news.aspx?categoryid=13&subcategoryid=1146&itemid=ba57970e-5a02-43f8-8e16-e48ae2188419Processing all claims in-house leads to a costly duplication of infrastructure and systems - South Africa's insurers could slash their costs by up to 50% through intelligent use of outsourcing and provide better service to consumers at the same time, says Giovanni Acquisto of Fogi Online Geyser Installation, a division of the DigiCall Group of Companies.editor@itinews.co.za (Judith Middleton)Thu, 16 Nov 2006 12:00:00 AM GMTThe use and abuse of customer relationship management systemshttp://www.itinews.co.za/news.aspx?categoryid=13&subcategoryid=1146&itemid=50d391d2-f9e5-48e7-923a-92f0d5498bdfSystems alone are not the solution - Ask the MD or the FD how many people work for the company or what the annual revenues are and you'll almost certainly get the right answer. But ask them both how many customers they have and you'll probably get two different answers! editor@itinews.co.za (Brendan Peo)Fri, 27 Oct 2006 12:00:00 AM GMTImproving Business Performance Management through Workforce Optimisationhttp://www.itinews.co.za/news.aspx?categoryid=13&subcategoryid=1146&itemid=2bcd453f-14f9-4330-932e-5815497fce17Business success is based on satisfaction of customers and performance of employees - In order to learn from ongoing customer and employee interactions and make noticeable improvements, businesses need to employ a workforce optimisation (WFO) strategy that is supported by technology, not the other way around.editor@itinews.co.za (Oscar Alban)Wed, 25 Oct 2006 12:00:00 AM GMT10 Steps to Dynamic Customer Retentionhttp://www.itinews.co.za/news.aspx?categoryid=13&subcategoryid=1146&itemid=c24cb312-97c5-4088-aa79-189779b1d53cCustomers are loyal to companies who understand their needs and meet their expectations - In today's market, customer loyalty equals profitability, thus devising new strategies for customer retention is critical for any business.editor@itinews.co.za (David Lees)Wed, 11 Oct 2006 12:00:00 AM GMTStop doing it the hard way! http://www.itinews.co.za/news.aspx?categoryid=13&subcategoryid=1007&itemid=62e92b3d-fc85-4083-9b60-3b292eb3015dIt can be difficult to simultaneously "be the business" and "run the business" - Imagine a practice with only daytime appointments, many referrals, large premiums, multiple products sold to a single decision-maker, and three or four new clients with each case. editor@itinews.co.za (Brad Elman)Tue, 21 Feb 2006 12:00:00 AM GMT