Organisations that want to continue being successful in today's global competitive market, where customers are more empowered and brand loyalty is eroding, will have to move to Relationship Marketing (RM) with a strong focus on Customer Relationship Management (CRM). CRM enables organisations to provide excellent real-time customer service through the effective use of individual account information. This requires a more complex approach, since organisations need to investigate and satisfy customer needs, and have to build relationships with existing and potential customers. CRM of the future will have to secure state-of-the-art customer management services delivered to customers through the Cloud to establish a convenient, but professional, customer management service. Relationship Marketing and Customer Relationship Management (fourth edition) includes new South African case studies illustrating RM and CRM within South African organisations. The book also focuses on current RM and CRM themes, such as the changing face of the customer, how to deal with positive and negative relationships, poor service experiences and the recovery of customer relationships.

Forensic pathologist Ryan Blumenthal works in a world few people are ever exposed to . . . the mortuary. He spends his days among the dead, uncovering how they died and whether a crime was committed.

To date, he has performed over 13 000 autopsies.

In Trace, Ryan takes readers behind the scenes of some of the strange death scenes he has attended, such as a shallow grave beside a river where a body was found with an amputated finger. He also shares rare and unusual cases, including a man who may have died from autoerotic asphyxia and a suspected poisoning that turned out to be a shooting. His work has brought him face to face with many kinds of unnatural deaths, including those caused by lightning strikes, wild animals, muti killings, and even a solitary wasp sting.

Through it all, Ryan sees himself as a voice for the voiceless, striving to bring justice to the dead and truth to their loved ones.

The apartheid security juggernaut met its Battle of Stalingrad in the townships of Port Elizabeth and Uitenhage in 1985 and 1986. This is the blazing story of how the people’s resistance – in the church, in the civic structures, underground – fought that war.

Up until these insurrections, the brutal force of the apartheid state successfully crushed all attempts at revolt. Yet in the townships of Port Elizabeth, where they threw everything they had at the uprisings, the people stood and fought, and fought and stood.

Riordan, a human rights activist during the years of high apartheid, draws a line connecting the story of Thozamile Botha, the Zwide and KwaZakhele Residents’ Associations and the Port Elizabeth Black Civic Association (PEBCO) of 1979, the subsequent demise of PEBCO, and the February 1990 unbanning of the ANC and the movement at large.

What had happened in the intervening ten years to effect this once unimaginable change? Apartheid’s Stalingrad tells us what had happened.

Teaching Strategies for Quality Teaching and Learning: Concise edition is a practical guide to quality teaching and learning in South Africa. It is particularly useful for teacher education students, both as a text for their theoretical studies and as a reference during their practice teaching placements and later teaching careers.

This concise edition contains selected chapters that provide an introduction to the principles of effective teaching and learning, with special reference to how these principles can be applied within the framework of South Africa’s National Curriculum Statement Grades R–12. It gives detailed guidelines for using seven broad teaching strategies that have proven to be effective across all phases of school and in further education and training.

The final chapter introduces the principles of quality assessment and links these to the National Protocol for Assessment Grades R–12.

KEY FEATURES:

• Clearly written and systematically structured with an emphasis on making the information easy for new teachers to apply.
• A consistent emphasis on reflective practice.
• Activities in every chapter to help readers explore ideas further.
• ‘At a glance’ summaries to suggest when each teaching strategy should or should not be used.
• Weblinks to help readers locate additional information and resources.
• Review questions at the end of each chapter that can be used for self-assessment and class discussions.

For over thirty-five years, Colin Drury’s Management and Cost Accounting has successfully blended theory and practice. Established as the leading text in the field, it helps students learn the key concepts and processes of management and cost accounting.

Now in its twelfth edition, the text retains its trademark clear and accessible style, covering everything students need to know for their management accounting career and professional exams. Every chapter includes an “Employability Skills” question, review problems from accounting examination bodies and recent real-world examples of well-known international organizations such as Netflix, Amazon and Apple.

This edition includes new chapters on data analytics and environmental management accounting as well as expanded coverage of strategic performance and cost management, value creation and quality management. Drawing on his extensive experience, Mike Tayles continues to comprehensively revise Colin Drury's text.

A thorough understanding of the basics of marketing is essential for any marketing practitioner and student of marketing. Marketing: An Introduction is a valuable tool which describes the foundational aspects of marketing and enables a basic understanding of this field. This book has a strong focus on the principles of marketing, the importance and use of social media, and the integration of marketing principles with other business functions.

Marketing: An introduction builds on the huge popularity of the first three editions - all of which have been widely accepted and adopted in the business and academic community. This addition is once again written in a way that is easy to understand by students and focuses on the latest trends in marketing.

The book has been written with the aim of providing students and practitioners with a thorough understanding of marketing, as well as how the theory is applied in a practical sense. Once again it is made clear that for a business to survive the various functions should work closely together in order to meet the demands of the market and that all are working together towards the overall profitability of the organization.

Business Management by Portfolio is a business philosophy practiced by organisations which successfully create environments that attract only the best, brightest and most creative professionals. This is an environment which fosters trust, collaboration and unified commitment. It provides ample opportunity for individual and collective self-actualization and the unleashing of talent where it matters most.

Business Management by Portfolio addresses issues such as effective strategy implementation, optimal resource utilisation, business quality by design and, perhaps most importantly, customer satisfaction.

This book covers advanced topics and integrated questions. Its complementary publications, Introductory Questions on SA Tax and Questions on SA Tax, cover foundational topics and those typically dealt with in the study of tax at an undergraduate level.

This tutorial book includes questions and selected solutions on South African income tax, estate duty and value-added tax. Up-to-date questions are graded, allowing students to develop their abilities from an introductory to an advanced level. A selection of tutorial solutions is included in the book, and solutions to all questions are provided to lecturers at prescribing institutions. Mark plans are allocated to solutions.

Valuations, Mergers & Acquisitions deals with the valuation of businesses for the purpose of mergers and acquisitions transactions, shareholder exits, capital raising and initial public offerings and covers the key principles involved in valuing businesses as going concerns.

Features:

• Critical thinking boxes commenting on the consequences of market events or the actions of specific companies which help students to get to grips with the uncertainties and complexities of valuations.
• The gaps between financial regulations and actual business practices are highlighted, such as IFRS 3 in Chapter 19.
• A variety of end-of-chapter and self-assessment questions and tasks allows readers to apply what they are learning as well as to develop their professional confidence.

Valuations, Mergers & Acquisitions is relevant to senior undergraduate students taking modules in Valuations and Mergers and Acquisitions as part of Financial Management courses, MBA and MBL students, and SAICA seminar students. The book is also of practical use to corporate financiers and company executives who wish to clarify or research particular areas of concern in valuing a business in practice.

This tenth edition of Hockly’s Insolvency Law has been renamed Hockly’s Law of Insolvency, Winding-up and Business Rescue to reflect the changes to the three main fields that it discusses.

Features distinguishing this tenth edition include these:

• Developments over the last ten years since the previous edition are summarized, including the statutory changes and the decisions of the Constitutional Court and the Supreme Court of Appeal and leading decisions of the High Court.
• In particular, business rescue is now discussed in three chapters, and the company’s compromise with its creditors is discussed in its own separate chapter.
• The introduction encourages readers to consider the need for reforming insolvency law in the 21st century, to read the law with a critical and creative eye, and to ponder the policy choices to be made.
• Chapter 7 on uncompleted contracts has been rearranged, opening with a pigeonholing approach to analysing contracts, followed by a statement of the supporting common law and a discussion of a series of specific contracts analysed according to which of the contractants is now in sequestration or liquidation.
• The text is even more accessible, with extra explanation for readers with limited library access, and the book is available as an e-book.
• Learners with a strong visual sense are shown examples of diagrams and timelines to help analyse complicated sets of facts and apply complicated provisions to them. It is recommended that they should identify the debtor in red in their diagrams.

The limits of fifteen-year-old Kambili's world are defined by the high walls of her family estate and the dictates of her fanatically religious father. Her life is regulated by schedules: prayer, sleep, study, prayer. When Nigeria is shaken by a military coup, Kambili's father, involved mysteriously in the political crisis, sends her to live with her aunt. In this house, noisy and full of laughter, she discovers life and love - and a terrible, bruising secret deep within her family. This extraordinary debut novel from Chimamanda Ngozi Adichie, author of 'Half of a Yellow Sun', is about the blurred lines between the old gods and the new, childhood and adulthood, love and hatred - the grey spaces in which truths are revealed and real life is lived.

The Misery Merchants is a hard-hitting exposé of G4S, the company running one of South Africa’s private prisons in Mangaung. Hopkins presents up-close encounters with the gangs who run the prisons, and a unique insight into the minds of the men on the torture squad, who doused inmates with water before electrocuting them, and in some cases, strapped down ‘unruly’ prisoners and forced anti-psychotic medicines into their systems.

In the Free State of Ace Magashule, both the gangs and the prison bosses competed to run Mangaung Prison, one of South Africa’s few private prisons. Torture and forced medication were the order of the day. Hopkins, a seasoned journalist, has interviewed over 100 prisoners and many prison warders in order to understand what makes this prison so dysfunctional. Her insights and revelations will astonish you.

This book follows several characters who were held in or worked at the prison. L. is a prison gang general and an advocate for prisoners’ rights. He smuggled information on assaults, injections and corruption out of the prison for the author. Dan is a prison guard and a shop steward for the union. He led the workforce during two strikes and paid for it with his job and union membership. Setlai is a Department of Correctional Services official who blew the whistle on the abuse at Mangaung Prison in 2009. His reports were ignored and he was punished for speaking out. He was criminally charged and moved to another DCS post. Shakes is a member of the Emergency Security Team (EST) also known as the Ninjas. He engaged in torture and abuse but now feels ‘what we did was wrong’.

G4S is the largest security company in the world, and has its claws deep in SA’s government and private companies. Drive down any street and you’ll find a G4S van collecting or delivering money.

News of the sensational priosn escape of the murderer and 'Facebook rapist' Thabo Bester, assisted by his lover, celebrity doctor Nandipha Magudumana, shocked South Africa.

In this book, Marecia Damons and Daniel Steyn, the Ground Up journalists who first exposed the scam, tell the full story, from Thabo and Nandipha's life stories and their unlikely love affair, all the way to his faked death and their eventual arrest, though in disguise, in Tanzania.

This first South African edition of Human Development: A Life-Span View introduces the student to the issues, forces, and outcomes that make us who we are. It covers contemporary research and theory on human development, set within a South African context, with emphasis on the multidisciplinary approach needed to describe and explain how people change over time.

The text follows a chronological approach, tracing development from conception through late life in sequential order with several chapters dedicated to topical issues across the life span.

The organisation and learning features of the text are designed to make it easier for students to learn about human development.

International Law, Third Edition, offers a rigorous and supportive introduction to public international law for undergraduate and post-graduate readers. The text balances clear, concise discussion with in-depth analysis of international law principles at the international, regional and, where applicable, domestic levels. Offering a conceptual framework that simplifies the complexity of the international legal system, International Law supports learning efficiency and effectiveness, and enables readers to achieve mastery of the subject matter.

In addition to the core material that is addressed in international law curriculae, this third edition work engages with the many developments and topical issues that have assumed significance for international relations in the 21st century, since the publication of the previous edition. International Law is suited as core material for undergraduate courses in international law.

The work is also a useful first resource for legal practitioners who wish to engage with foundational and current principles of the field.

Coloured as an ethnicity and racial demographic is intertwined in the creation of the South Africa we have today. Yet often, Coloured communities are disdained as people with no clear heritage or culture — ‘not being black enough or white enough.’

Coloured challenges this notion and presents a different angle to that narrative.

It delves into the history of Coloured people as descendants of indigenous Africans and a people whose identity was shaped by colonisation, slavery, and the racial political hierarchy it created. Although rooted in a difficult history, this book is also about the culture that Coloured communities have created for themselves through food, music, and shared lived experiences in communities such as Eldorado Park, Eersterus, and Wentworth. Coloured culture is an act of defiance and resilience.

Coloured is a reflection on, and celebration of Coloured identities as lived experiences. It is a call to Coloured communities to reclaim their identity and an invitation to understand the history and place of Coloured people in the making of South Africa’s future

In the past decade, hundreds of thousands of women from poorer countries have braved treacherous journeys to richer countries to work as poorly paid domestic workers. In From servants to workers, Shireen Ally asks whether the low wages and poor working conditions so characteristic of migrant domestic work can truly be resolved by means of the extension of citizenship rights. Following South Africa's 'miraculous' transition to democracy, more than a million poor black women who had endured a despotic organization of paid domestic work under apartheid became the beneficiaries of one of the world's most impressive and extensive efforts to formalize and modernise paid domestic work through state regulation. Ally explores the political implications of paid domestic work as an intimate form of labour. From Servants to workers integrates sociological insights with the often-heartbreaking life histories of female domestic workers in South Africa and provides rich detail of the streets, homes, and churches of Johannesburg where these women work, live, and socialise.

The Law of Contract in South Africa, fourth edition, offers a concise, accessible and rigorous introduction to the general principles of contract law in South Africa. Balancing depth of explanation with exceptional clarity and an enquiring approach, the text guides readers to master their knowledge and to critically engage with the subject matter.

The fourth edition is revised and updated to address several significant developments.

Additional teaching presentation and assessment materials are available to support teaching and learning.

The questions in this book are grouped according to the various topics covering the different stages of the audit process.

To enhance the value of the book and to make it more useful, it was decided to include answers to all the questions in the text.

‘If you made me angry, to me, for that anger to go away I have to get hold of you . . . For that anger to go away, I have to do something to you.’

These are the words of one of South Africa’s most terrifying serial killers as told to Brin Hodgskiss in the bowels of one of our most secure prisons.

Hodgskiss got his doctorate in psychology for a study based on interviews with thirteen serial killers. The recordings sat gathering dust until recently, when top true-crime podcaster Nicole Engelbrecht found his paper online. The two connected and the concept for this book was born.

In Killer Stories, Hodgskiss uses each of the interviews, combined with the tenets of narrative psychology, to take the reader into the minds of the killers. He lays out how the stories these men told themselves about their lives contributed to where they ended up –
and how they aren’t that different from the stories we all tell ourselves.

The book intertwines the killers’ versions of the truth and the truecrime stories behind them, an interpretation of the tales using narrative psychology, and how Hodgskiss’s own journey as a psychologist and human being contributed to his deeper understanding of the minds of these killers.

This fourth edition of Career Counselling and Guidance in the Workplace: A manual for Career Development Practitioners provides a perspective on career counselling and guidance approaches and practices relevant to career development support in the 21st-Century workplace. The text has been designed for postgraduate students, as well as career development practitioners, human resource practitioners, psychologists, psychometrists, and registered counsellors who are involved in providing career development services to individuals and employers.

Additional real-life case studies that reflect the diverse population groups of South Africa have been added to illustrate how the theory is applied in career counselling practice. This edition further incorporates the role and competencies of career development practitioners as outlined in the new national frameworks.

Principles of management accounting 2nd edition is an accessible, entry-level management accounting textbook for university students aimed at second- and third-year students at universities and universities of technology, as well as those following MBA courses in accounting and finance. The book covers undergraduate-appropriate topics from the management accounting syllabus of the South African Institute of Chartered Accountants (SAICA). In doing so, most aspects of the relevant papers' syllabi of the Chartered Institute of Management Accountants (CIMA), as well as those of the Association of Chartered Certified Accountants (ACCA) are dealt with too. The contributors are from a range of South African tertiary institutions ensuring that the book is representative of the way management accounting is taught in this country and taking cognizance of the areas in which students have difficulty.

The Steinhoff crash wiped more than R200bn off the JSE, erased half the wealth of tycoon Christo Wiese and knocked the pension funds of millions of people.

When it was exposed as a house of cards, tales of fraudulent accounting, lavish spending and ructions in the ‘Stellenbosch mafia’ made the headlines. As regulators tally up the cost, Financial Mail editor Rob Rose reveals the real inside story behind Steinhoff. Based on interviews with key players in South Africa, the UK, Germany and the Netherlands – and documents not yet public – Steinheist reveals:

• How Bruno Steinhoff formed the company in the Communist bloc and apartheid South Africa;
• How the ‘Markus myth’ grew thanks to a ‘bit of luck’ in a 1998 takeover;
• How Jooste insiders shifted nasty liabilities off Steinhoff’s balance sheet to present a false picture of the profits;
• How Wiese was lucky to lose only R59bn and; and
• What happened behind closed boardroom doors in the frantic week before Jooste resigned.

In January 2003, Paul O’Sullivan, then a board member at Airports Company South Africa, opened a criminal docket against Jackie Selebi, South Africa’s chief of police and global head of Interpol, after discovering that Selebi was on the payroll of notorious drug trafficker Glenn Agliotti. In 2010, Selebi was convicted of corruption and sentenced to fifteen years in prison. Released on medical parole, he died at home in 2015 without spending a day in prison.

In May 2012, O’Sullivan uncovered false stories published by the Sunday Times alluding to so-called Zimbabwe renditions. The stories were used to fire good cops, gain control of the police, and capture the South African criminal justice system. In October 2012, O’Sullivan opened a criminal docket against Crime Intelligence boss Richard Mdluli and National Prosecuting Authority (NPA) bosses, Lawrence Mrwebi and Nomgcobo Jiba. Jiba was later fired from the NPA, and both Mrwebi and Mdluli were suspended from their positions. Mdluli went on to be convicted of unrelated offences and was sent to prison.

By early 2016, O’Sullivan’s corruption-busting charity Forensics for Justice had opened no fewer than fifty criminal dockets relating to the underworld capture of the criminal justice system and state-owned companies like South African Airways, the Passenger Rail Agency of South Africa, Eskom and Transnet.

This is the story of how a corrupt police and prosecution service tried desperately to stop O’Sullivan from exposing the dark underbelly of South Africa – and how they ultimately failed. It is the story of a man who, against all odds and at immense personal cost, refused to give up on his quest to turn the tide against corruption. While many of these criminals still walk freely among us today, they will all be held accountable for what they have done – O’Sullivan will make sure of that.

What do you need to know about financial innovation, financial liberalisation and deregulation? Do you know what purpose monetary policy serves in the economy? What is the role of interest rates?

The second edition of Monetary Economics will look into these matters and other topical issues such as the subprime crisis. The text uses a step-by-step approach to technical areas such as formulae and graphs.

The book takes a look at South African as a developing country within the wider global arena. Monetary Economics is written in a concise and accessible level for Economics students at senior undergraduate and Honours level.