Customer relationship management (CRM)

Find Customer Relationship Management (CRM) resources here: news, analysis and case studies on CRM software choices and implementing CRM. Find out how UK companies and organisations are harnessing CRM to drive forward customer-centric business strategies. Understand CRM market trends, and how organisations are managing the customer experience for competitive advantage.

September 29, 2022 29 Sep'22
BSH Home Appliances takes on Twilio to revamp digital customer engagement

Customer engagement platform partners with Deloitte Consulting to support plan by home appliances firm to revamp its entire digital infrastructure within customer service organisation
September 27, 2022 27 Sep'22
American football giants jet into digital age with HCLTech

US football clubs the New York Jets and New York Giants outsource their digital transformations to Indian service provider as they target improved fan engagement
September 06, 2022 06 Sep'22
How the Australian Red Cross coped with a donation surge

The Australian Red Cross adopted Boomi’s integration platform to manage the surge in donations in response to the floods in New South Wales and Queensland earlier this year
August 15, 2022 15 Aug'22
How clean data helps Southern Water identify vulnerable customers

Escalating prices means households around the country are having to tighten spending, with many struggling to pay their bills. Water4All, a consortium led by Southern Water, is using data to identify low-income and vulnerable households so they can ...

Customer loyalty vs. brand loyalty: What's the difference?

Low prices can generate customer loyalty, whereas reliability and reputation foster brand loyalty. To maximize customer retention, organizations should strive for both. Continue Reading
Employee experience joins CX for total enterprise view

Total experience is emerging to join up employee and customer experience for organisations intent on being holistic and progressive Continue Reading
Composability set to be next big thing for digital experience platforms

Digital experience platforms are the latest word in increasing customer loyalty by engaging across all channels. Gaining real-time views of customers while managing data compliantly is critical Continue Reading

Bono-Benioff fireside chat at Dreamforce 2022: divinity in the destitute

The last time I sat in the Yerba Buena Theatre near the Moscone Centre in San Francisco at Salesforce’s annual conference Dreamforce, was to hear David Beckham having a fireside chat with the then ... Continue Reading
How technology will shape the future of work

This is a guest post by Sujith Abraham, senior vice-president and general manager at Salesforce ASEAN No one could have predicted what 2020 would bring. Across every industry, we have learned the ... Continue Reading
Why I'm uneasy about the Salesforce Slack acquisition

When I first heard the news, my reaction wasn't as an industry analyst, but as a small business owner – and it wasn't positive. Continue Reading

A trial relying on computer evidence should start with a trial of the computer evidence

Learning from the Post Office Horizon scandal - the most widespread miscarriage of justice in recent British legal history Continue Reading
UK winners and losers in digital tech

The UK's retail and telecoms companies are among the best in the world at digital technology, but a survey of digital leaders shows there is still room for improvement for many UK firms Continue Reading
How AI is disrupting the role of call centres and call centre staff

Artificial intelligence could eliminate many white-collar jobs in coming decades. Its effects are already being felt in the call centre industry, but there is still no substitute for the human touch Continue Reading