In Depth

In Depth

Customer relationship management (CRM)

• Customer experience must be digital focus for banks

  Omni-channel technologies can help banks stand out from their rivals, but a good customer experience should be their goal  Continue Reading

• Customer analytics applications add artificial intelligence to reduce market ‘friction’

  Customer analytics applications developers are seeking to add layers of intelligence to improve sellers’ interactions with buyers  Continue Reading

• Machines delve deep into customer minds

  Deep learning can help customer insight teams advance rapidly in their mission to understand their customers  Continue Reading

• Put the customer first and reap the reward

  How businesses can develop a granular understanding of their customers’ needs in a hyper-connected world  Continue Reading

• Are you human? How to defeat the bots in e-commerce

  Theatres and other entertainment venues are in a constant war with ticket fraudsters commanding botnet armies, as are other purveyors of high-value, limited-edition goods  Continue Reading

• Shell downstream CIO Craig Walker: Invest time in your team

  Craig Walker, CIO for Shell’s global downstream business, says IT leaders need to invest time in their teams and take them and the business on any change journey  Continue Reading

• Smart speakers open new windows into customer behaviour for CRM

  Voice recognition has become a new frontier for customer relationship management. What does the new voice channel mean for understanding consumers and how will voice data integrate with existing customer intelligence?  Continue Reading

• Digital twins: Revolutionising product businesses

  Among the technological drivers in industrial firms are IoT platforms that implement the concept of a digital twin. We explore the benefits  Continue Reading

• Making sense of data with cloud-based BI

  An Australian non-profit group has turned to business intelligence and analytics to simplify reporting requirements, even as adoption of such tools vary across the Asia-Pacific region  Continue Reading

• Is artificial intelligence hype sowing damaging confusion?

  IT vendors have leapt on the artificial intelligence/machine learning bandwagon, spreading a level of confusion that threatens potential technology benefits with AI washing  Continue Reading

• Can cloud-based ERP buy you business agility?

  Enterprise applications has evolved into silos of software systems. The cloud is now offering a different approach to ERP  Continue Reading

• Higher education and healthcare use specialist CRM in all but name

  Customer relationship management software may be targeted at businesses, but the healthcare and higher education industries have redefined it to gain better insight into their users  Continue Reading

• Pros and cons of CRM software

  Computer Weekly reviews the latest research into the leading customer relationship management and customer experience software providers  Continue Reading

• Five ways to cut the risk of Salesforce

  Best practices for IT professionals seeking to implement Salesforce’s product portfolio  Continue Reading

• Co-ordinating data sources is the key to CRM success

  Next-generation customer relationship management requires a data-first strategy  Continue Reading