News

Customer relationship management (CRM)

• April 16, 2015 16 Apr'15

  Retailers should think of consumers as “omni-customers”, says OVS Spa

  Retailers should refocus their strategy to treat consumers as “omni-customers”, according to the director of e-commerce for Italian brand OVS Spa

• April 09, 2015 09 Apr'15

  CIO interview: Fernando Birman, head of the digital office, Solvay

  After years of IT work to support major M&A activity, global chemicals company Solvay is focusing on innovation to drive internal efficiency

• April 09, 2015 09 Apr'15

  InfoVista buys Ipanema to boost application performance offer

  Network management supplier InfoVista buys application and network performance firm Ipanema to realise software-defined WAN ambitions

• April 08, 2015 08 Apr'15

  CIO interview: Bruna Pellicci, global head of IT, Ashurst

  Global law firm Ashurst is rolling out a new IT strategy based on single platforms worldwide for its core business areas

• March 30, 2015 30 Mar'15

  KPMG teams up with Microsoft to boost enterprise cloud adoption

  Advisory firm to draw on Microsoft technologies to deliver cloud-based data analytics, and business transformation services to clients

• March 19, 2015 19 Mar'15

  Holland & Barrett outsources data handling to ITC Infotech

  IT services firm ITC Infotech manages customer data for health food business to help it glean business value from the information

• March 11, 2015 11 Mar'15

  Microsoft Azure brings success for McDonald's Sweden

  McDonald's Sweden's Microsoft Azure system is named best-in-class across the fast food organisation's global operation

• January 07, 2015 07 Jan'15

  Case study: UniCredit uses Fico to apply prescriptive analytics to risk management

  Italian bank UniCredit is using Fico software to apply prescriptive analytics to risk management

• December 19, 2014 19 Dec'14

  CIO interview: Mark Maddocks, Cambridge University Press

  Technology has prompted unprecedented innovation and transformation in the media sector – Cambridge University Press is no exception

• December 11, 2014 11 Dec'14

  DECC publishes annual report on delayed smart meter scheme

  The Department of Energy and Climate Change has published its annual report on the roll-out of smart electricity and gas meters

• December 11, 2014 11 Dec'14

  Avaya brings contact centres to Google Chromebooks

  Avaya and Google team up to streamline customer service agent workflows by enabling desktop contact centres on Chromebooks

• November 12, 2014 12 Nov'14

  Amazon not the biggest threat to high street retailers

  Competition from online-only traders does not pose the biggest threat to high street retailers, with cautious attitudes a bigger risk

• November 11, 2014 11 Nov'14

  Qantas puts Oracle ERP in the cloud with Tata Consultancy Services

  Airline Qantas signs IT outsourcing services firm TCS to upgrade its Oracle ERP platform and move it into the cloud

• October 10, 2014 10 Oct'14

  Fear and loathing could hold back UK internet of things, says KPMG report

  More than two-thirds of UK consumers fear growing number of interconnected devices make it too easy for things to go wrong

• September 30, 2014 30 Sep'14

  Oracle OpenWorld 2014: Xerox aligns business and IT in streamlining applications

  Xerox's IT division has been working with the business to standardise its HR management on a global basis

• September 15, 2014 15 Sep'14

  Salesforce issues advice on avoiding Dyreza attack

  Salesforce has issued a set of guidelines on tightening security after a number of its customers were targeted by the Dyreza email virus

• August 21, 2014 21 Aug'14

  Load balancing supports Kent County Council's VDI project

  Kent County Council picks Kemp Technologies load balancers to support a deployment of VMware Horizon View and Workspace across its estate

• August 19, 2014 19 Aug'14

  Bayern Munich teams up with SAP to hit sporting and commercial goals

  FC Bayern Munich and SAP today cemented a sports analytics and enterprise software partnership at the club’s Allianz Arena

• August 19, 2014 19 Aug'14

  FT turns to cloud to manage advertising bookings

  Business newspaper replaces 20-year-old ad-booking system with a cloud-based service

• June 24, 2014 24 Jun'14

  Why customer service automation goes awry

  Customer service automation brings speed and improved quality to the effort of serving consumers. If poorly managed, it can also do the opposite.

• June 16, 2014 16 Jun'14

  Travel group Expedia aims to predict your holiday plans

  Travel group Expedia is developing technology that will predict the needs of its customers before they call about their travel plans

• May 19, 2014 19 May'14

  SAP certifies core business apps to run on Microsoft Azure

  From June, users of SAP Business Suite software, Business All-In-One solution, SAP Mobile Platform, SAP Adaptive Server Enterprise and Hana platform will be able to run them on Azure

• March 14, 2014 14 Mar'14

  Interview: Charles Phillips, CEO, Infor

  Charles Phillips is at a critical point in his role at Infor. Over the past three years as CEO he has invested heavily in overhauling the company's enterprise software

• February 25, 2014 25 Feb'14

  Flexibility and integration drove NatWest Microsoft Dynamics migration

  NatWest Business Banking selected Microsoft Dynamics CRM when it realised it needed full CRM capability

• February 07, 2014 07 Feb'14

  Met Police releases ‘Total Technology’ IT strategy

  The Metropolitan Police Service has released a three to four-year plan on how to transform the use of technology in the organisation

• February 04, 2014 04 Feb'14

  Satya Nadella replaces Steve Ballmer as Microsoft CEO

  Microsoft has named Satya Nadella as CEO almost six months after former incumbent Steve Ballmer announced his retirement

• January 28, 2014 28 Jan'14

  BBC failed to get "sufficient grip” over failed DMI project, says NAO

  The National Audit Office has slammed the BBC over its failed Digital Media Initiative (DMI), project saying the broadcaster was “too optimistic” and the BBC executive “did not have sufficient grip of the programme"

• December 05, 2013 05 Dec'13

  700,000 benefit claimants miss out on Universal Credit deadline

  The secretary for work and pensions has admitted the Universal Credit benefit scheme will miss its 2017 deadline

• November 21, 2013 21 Nov'13

  Pegasystems CEO Alan Trefler plans his next move for the $500m software company

  Alan Trefler discusses his plans for Pegasystems, the BPM and CRM specialist that has grown into a $500m a year company

• November 20, 2013 20 Nov'13

  Case study: McGraw-Hill Education mobilises with Salesforce

  The educational resources provider utilises Salesforce to develop a mobile app and get its sales reps selling more on campus

• September 26, 2013 26 Sep'13

  Oracle OpenWorld 2013: Tesco takes a multi-channel approach to customer experience

  Tesco has been using an array of Oracle technology, including its customer experience (CX) portfolio to turn the company in a multi-channel retailer

• July 15, 2013 15 Jul'13

  Lower uptake of cloud, ICT limiting medium-sized enterprises' productivity: CEBR

  Medium-sized enterprises in the UK lagging behind large businesses in terms of productivity, because of lower adoption of ICT and cloud

• June 11, 2013 11 Jun'13

  Lloyds customer complaints plummet after automating manual processes

  Lloyds is claiming dramatic improvements in the quality of its customer service after automating manual banking processes

• June 06, 2013 06 Jun'13

  SAP buys e-commerce company Hybris to move into CRM market

  SAP is moving into the CRM market with its purchase of Hybris, a Swiss customer relationship management (CRM) supplier

• June 06, 2013 06 Jun'13

  Sports performance data analytics fuels Opta’s business expansion

  Football performance data could play a role in clubs’ scouting efforts, and even in footballer market evaluation, according to OptaSports Data

• June 04, 2013 04 Jun'13

  Whitehall should use Twitter to engage public in open policy-making, say MPs

  Government should use Twitter for an ‘open policy’ approach, says the Public Administration Select Committee (PASC)

• May 21, 2013 21 May'13

  Gartner: Big data will transform customer relationship management technology

  CIOs need to start thinking how to integrate big data into their customer relationship management (CRM) systems, says technology analyst

• April 09, 2013 09 Apr'13

  CIO interview: Mary Hensher, IT director, Cancer Research UK

  Charity Cancer Research has felt the impact of recession on fundraising and the need to innovate through technology is more important than ever

• March 05, 2013 05 Mar'13

  Are CIOs losing relevance or will they just change their spots?

  The CIO is an evolving role and changes in technology and budgets, mean it is shifting more towards governance

• February 05, 2013 05 Feb'13

  Interview: John Harris, vice-president of global enterprise architecture, Aimia

  Aimia, the organisation behind retail loyalty programme Nectar, is overhauling its IT to make the most of customer data

• January 08, 2013 08 Jan'13

  Are software audits good for your health?

  The Business Software Alliance's claim that 90% of all audit letters sent in 2012 were the result of tips from whistle-blowers is a wake-up call to CIOs

• December 18, 2012 18 Dec'12

  Mott MacDonald rolls out Microsoft software globally

  Engineering firm Mott MacDonald is rolling out Microsoft products globally over the next year as it moves towards a Microsoft-centric business strategy

• November 06, 2012 06 Nov'12

  EDF blames system upgrade for customer complaint failures

  EDF blames a system upgrade for failing to handle customer complaints to standard, but says it will resolve the issue by the end of the year

• September 19, 2012 19 Sep'12

  Activision uses Salesforce to serve gaming community

  The Call of Duty designers use the Service Cloud and Chatter Communities to solve customer queries