News

Customer relationship management (CRM)

• September 12, 2019 12 Sep'19

  How Zendesk plans to crack the enterprise market

  Zendesk has been courting enterprises by billing itself as a customer experience software company and is leaning on its design smarts to stand out among bigger rivals

• September 12, 2019 12 Sep'19

  Oracle Q1, 2019-2020: revenue flat, cloud progress vaunted

  Oracle’s first quarter 2019-2020 results show revenue growth to be flat, but executives claim cloud headway and vaunt progress on autonomous database uptake. Co-CEO Mark Hurd takes leave of absence on health grounds

• August 28, 2019 28 Aug'19

  APAC is epicentre of the experience economy

  The experience economy is emerging in the Asia-Pacific region, but to succeed, enterprises will need to understand both operational and experience data

• July 24, 2019 24 Jul'19

  Salesforce teams up with Alibaba in foray into China

  The cloud applications giant is tapping Alibaba’s footprint in e-commerce and cloud in an effort to expand its business in the Greater China region

• July 18, 2019 18 Jul'19

  SAP Q2 2019: US-China trade war takes toll

  SAP’s second-quarter 2019 financial results indicate cloud revenue at 26% of total, and 600 new customers for S/4 Hana. The US-China trade war has adversely affected results

• July 03, 2019 03 Jul'19

  One-third of people prefer instant reply from chatbot about finances to waiting for human reply

  Consumers are warming to being supported by chatbots when it comes to financial services, but firms in the sector face hurdles to achieve true end-to-end automation

• July 01, 2019 01 Jul'19

  The Great Eastern way to digital transformation

  Regional insurance company Great Eastern has rolled out a new digital platform to better serve customers while morphing its DNA from the inside out

• June 25, 2019 25 Jun'19

  Big companies face extinction unless they use IT better

  Better use of IT could add £100bn to the British economy, says a CBI report into UK big business

• June 19, 2019 19 Jun'19

  How AirAsia streamlined its customer service

  Integrating multiple customer touch points with Salesforce has enabled Asia’s leading low-cost carrier to shorten waiting time and improve customer service

• June 18, 2019 18 Jun'19

  Tableau sticking to data mission under Salesforce

  Tableau President and CEO Adam Selipsky told the company’s European user conference in Berlin that Salesforce acquisition will not affect its mission of “seeing and understanding data”

• June 10, 2019 10 Jun'19

  Salesforce buys Tableau to add self-service analytics to CRM

  Salesforce is set to buy business intelligence data visualisation pioneer Tableau as it seeks to amplify its customer analytics capability

• June 10, 2019 10 Jun'19

  Whittard spills the tea about its use of technology

  CFO and IT manager of British hot beverages brand Whittard explains the firm’s recent investment in technology ahead of the business’s expansion into China

• June 06, 2019 06 Jun'19

  Co-op pushes to make customer care teams more co-operative

  The Co-op operates in market segments ranging from funeral care to food, and its customer service strategy was disparate until it adopted Salesforce

• May 16, 2019 16 May'19

  How Open University went from bespoke IT to vanilla SAP

  It’s hard convincing users their business processes are a dud. But this is what Chris Youles, chief information officer of the Open University, needed to do to transform the organisation

• May 08, 2019 08 May'19

  Sapphire 2019: McDermott dubs Qualtrics ‘elixir for cultural change’

  At SapphireNow 2019 in Orlando, Florida, CEO Bill McDermott said the gap between what consumers expect and get makes up a $1.6tn economic problem addressed by SAP’s Qualtrics acquisition