http://www.computerweekly.comen-gbFri, 20 Nov 2009 10:26:00 GMThttp://www.computerweekly.com/Articles/2009/11/20/234657/measuring-roi-from-crm.htmhttp://www.computerweekly.com/Articles/2009/11/20/234657/measuring-roi-from-crm.htmThe promise of CRM technology lies in improved marketing, customer satisfaction and increased sales productivity: all can have direct impact on the bottom line. Fri, 20 Nov 2009 10:26:00 GMThttp://www.computerweekly.com/Articles/2009/11/19/238777/white-paper-master-data-management-creating-a-single-view-of-the-business.htmhttp://www.computerweekly.com/Articles/2009/11/19/238777/white-paper-master-data-management-creating-a-single-view-of-the-business.htmMaster data management (MDM) has become a very hot topic these days. Unfortunately it is also a source of confusion and frustration because of the disparate definitions, architectures and technologies available in this space. This report clarifies these problems and sets forth a concise, easily understood architecture for MDM into which you can map your MDM projects.Thu, 19 Nov 2009 20:52:00 GMThttp://www.computerweekly.com/Articles/2009/11/19/238986/customer-satisfaction-benchmarking.htmhttp://www.computerweekly.com/Articles/2009/11/19/238986/customer-satisfaction-benchmarking.htmToday’s support organisations are focused on two top-level metrics: financial results and customer satisfaction. For most, it’s easy to track financial performance, but customer satisfaction is akin to speaking a foreign language. Thu, 19 Nov 2009 16:47:00 GMThttp://www.computerweekly.com/Articles/2009/11/19/238075/customer-satisfaction-benchmarking.htmhttp://www.computerweekly.com/Articles/2009/11/19/238075/customer-satisfaction-benchmarking.htmToday’s support organisations are focused on two top-level metrics: financial results and customer satisfaction. For most, it’s easy to track financial performance, but customer satisfaction is akin to speaking a foreign language. Thu, 19 Nov 2009 09:44:00 GMThttp://www.computerweekly.com/Articles/2009/11/19/238074/customer-experience-management-the-next-frontier-for-support-centres.htmhttp://www.computerweekly.com/Articles/2009/11/19/238074/customer-experience-management-the-next-frontier-for-support-centres.htmWhen looking at technology in the context of Customer Experience Management (CEM), it needs to embrace CEM methodologies, enable the delivery of the brand promise and measure the experience. Thu, 19 Nov 2009 00:00:00 GMThttp://www.computerweekly.com/Articles/2009/11/17/239161/ibm-launches-cloud-based-business-analytics-service.htmhttp://www.computerweekly.com/Articles/2009/11/17/239161/ibm-launches-cloud-based-business-analytics-service.htm IBM has announced a cloud-based business...Tue, 17 Nov 2009 12:14:06 GMThttp://www.computerweekly.com/Articles/2009/11/04/238401/hp-tackles-35bn-converged-it-market.htmhttp://www.computerweekly.com/Articles/2009/11/04/238401/hp-tackles-35bn-converged-it-market.htmHewlett-Packard is to launch a set of products and services, which it claims will help firms achieve better insight into their business, faster application development and greater flexibility in responding to market changes.Wed, 04 Nov 2009 05:01:00 GMThttp://www.computerweekly.com/Articles/2009/11/03/238390/banking-sale-of-the-century-will-be-straightforward-it-project.htmhttp://www.computerweekly.com/Articles/2009/11/03/238390/banking-sale-of-the-century-will-be-straightforward-it-project.htmThe Royal Bank of Scotland (RBS) and Lloyds TSB have announced plans to sell...Tue, 03 Nov 2009 13:04:00 GMThttp://www.computerweekly.com/Articles/2009/10/07/238035/sainsburys-technology-personalises-vouchers.htmhttp://www.computerweekly.com/Articles/2009/10/07/238035/sainsburys-technology-personalises-vouchers.htmSupermarket chain J Sainsburys plans to roll out technology to offer customers personally-tailored discount vouchers when they check-in their shopping.Wed, 07 Oct 2009 16:03:00 GMThttp://www.computerweekly.com/Articles/2009/09/22/237801/video-sap-business-objects-tracks-swine-flu.htmhttp://www.computerweekly.com/Articles/2009/09/22/237801/video-sap-business-objects-tracks-swine-flu.htm SAP Business Objects has helped the Emergency Response Association (EMA) in the US manage the swine...Tue, 22 Sep 2009 11:12:00 GMThttp://www.computerweekly.com/Articles/2009/09/10/237646/cios-focus-on-analytics-to-drive-business.htmhttp://www.computerweekly.com/Articles/2009/09/10/237646/cios-focus-on-analytics-to-drive-business.htmBusiness intelligence and analytics are the top priority for CIOs, an IBM study reveals.Thu, 10 Sep 2009 10:33:00 GMThttp://www.computerweekly.com/Articles/2009/09/10/237642/cios-switch-focus-to-business-innovation.htmhttp://www.computerweekly.com/Articles/2009/09/10/237642/cios-switch-focus-to-business-innovation.htm Chief information officers are changing their business infrastructures to focus on innovation rather than just running IT, a global survey has revealed. CIOs...Thu, 10 Sep 2009 07:58:13 GMThttp://www.computerweekly.com/Articles/2009/07/30/237111/using-business-intelligence-to-steer-through-the-recession.htmhttp://www.computerweekly.com/Articles/2009/07/30/237111/using-business-intelligence-to-steer-through-the-recession.htmBusiness intelligence is one of the few areas in the IT sector to have remained buoyant during the economic downturn, as organisations use the technology to help them reduce costs and optimise operations.Thu, 30 Jul 2009 09:35:00 GMThttp://www.computerweekly.com/Articles/2009/07/28/237076/business-intelligence-where-is-bi-heading.htmhttp://www.computerweekly.com/Articles/2009/07/28/237076/business-intelligence-where-is-bi-heading.htmDespite all the money invested in IT systems over the years, a study by IBM reveals that two-thirds of UK mid-market businesses still rely on error-prone manual processes when it comes to dealing with data, the lifeblood of any effective 21st century business. It is a problem that business intelligence (BI) tools were supposed to have solved. Tue, 28 Jul 2009 16:21:00 GMThttp://www.computerweekly.com/Articles/2009/07/22/236992/mothercare-tidies-its-data-for-web-growth.htmhttp://www.computerweekly.com/Articles/2009/07/22/236992/mothercare-tidies-its-data-for-web-growth.htm Mothercare has invested in a data management platform to manage product information across its Mothercare.com and Early Learning Centre websites. The...Wed, 22 Jul 2009 11:16:00 GMThttp://www.computerweekly.com/Articles/2009/07/21/236974/nato-picks-automony-for-news-analysis.htmhttp://www.computerweekly.com/Articles/2009/07/21/236974/nato-picks-automony-for-news-analysis.htm Nato is to use Autonomy's Intelligent...Tue, 21 Jul 2009 12:38:46 GMThttp://www.computerweekly.com/Articles/2009/07/17/236944/apollo-11-computer-weekly-july-24-1969-edition.htmhttp://www.computerweekly.com/Articles/2009/07/17/236944/apollo-11-computer-weekly-july-24-1969-edition.htmWhat was happening in the IT world in July 1969 when Apollo 11 achieved its goal of putting a man on the moon?Fri, 17 Jul 2009 15:29:00 GMThttp://www.computerweekly.com/Articles/2009/06/30/236714/features-list-august-2009-business-intelligence.htmhttp://www.computerweekly.com/Articles/2009/06/30/236714/features-list-august-2009-business-intelligence.htmFeatures list: August 2009 - Business intelligenceTue, 30 Jun 2009 18:07:00 GMThttp://www.computerweekly.com/Articles/2009/05/11/235968/commsemail-integration-gives-ultralase-single-customer-view.htmhttp://www.computerweekly.com/Articles/2009/05/11/235968/commsemail-integration-gives-ultralase-single-customer-view.htmAuomated customer communications delivers single customer view of multi-channel communication routes and contact data tracking Mon, 11 May 2009 14:20:00 GMThttp://www.computerweekly.com/Articles/2009/04/27/235806/users-welcome-integration-of-netweaver-and-teradata.htmhttp://www.computerweekly.com/Articles/2009/04/27/235806/users-welcome-integration-of-netweaver-and-teradata.htm Users welcomed plans announced today for SAP's Netweaver datawarehouse to run on the Teradata database. Delegates at Teradata's annual user conference...Mon, 27 Apr 2009 14:47:19 GMT