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.

December 29, 2021 29 Dec'21
Top 10 business applications stories of 2021

2021 saw enterprise software suppliers and users envisaging a nimbler future, beyond the Covid pandemic, with more loosely coupled ERP systems, more flexible business processes, and a renewed digital-first focus on customers
December 15, 2021 15 Dec'21
Asda follows EG Group sibling in selection of Rise with SAP

Retailer is looking to improve the agility of its operations in the cloud with a move to Rise with SAP on Microsoft Azure, and to streamline its procurement with SAP Ariba
December 07, 2021 07 Dec'21
IT Priorities 2022: ERP gets back on the horse

Automation and going cloud-first have gained significant interest for enterprise software and data management investment in the UK, according to the annual TechTarget/Computer Weekly IT Priorities 2022 survey
November 09, 2021 09 Nov'21
Real Madrid teams up with Adobe to enhance global fan experience

Real Madrid is using Adobe’s Experience Cloud software to better connect with its fans in Spain and worldwide

SMEs step up e-commerce ventures under shadow of Covid

A raft of smaller retailers have stepped up their e-commerce businesses during the pandemic, ranging from books to candles, rugs to togs Continue Reading
Retailers as tech firms: Next, The Very Group and others see power in the platform

Gap and Reiss are set to utilise Next’s end-to-end e-commerce service, Total Platform, in 2022, as more retailers carve out a future as part tech company Continue Reading
How to improve customer satisfaction during supply, labor crisis

Transparency, minimizing returns and collecting customer insights from call center reps are some ways businesses can improve customer satisfaction. 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
Initial thoughts on prospective Salesforce acquisition of Slack

The FT’s ever-excellent, San Francisco-based Richard Waters has reported on a prospective acquisition of Slack by Salesforce. Slack, notes Waters, has evolved from being a chat app to a broader ... 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
The high price of not understanding how automation works with existing software licences

Businesses must check their software licences before they introduce robotic process automation or they risk breaking the rules Continue Reading

CW500: Chris Carey, independent consultant and former global insight director at Universal Music

In this CW500 video, Chris Carey, independent consultant and former global insight director at Universal Music, talks to Computer Weekly editor in chief Bryan Glick about delivering better customer engagement in an increasingly digital world.