With the latest technological developments and globalisation, it will be important for SA
operators to keep abreast of the impacts of these developments and hence improve
service provisioning of their customers. The research also revealed the strong positive
relationship, which exists between customer relationship management tools and
excellent customer services. This can provide operators with a competitive tool for a
better service provisioning.
As detailed above, the expansion of the ICT industry in SA will result in the need for
better service provisioning and integrated management systems necessary for the
services required. As shown in this paper, more respondents are in favour of ERP for
better service provisioning. It can be argued that the benefits of implementing ERP as
a way of doing business by the ICT sector far outweigh the costs