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.
Infographic: S/4HANA viewed positively by SAP Users
SAP has recognised that customers will face challenges and costs when they upgrade to S/4 Hana. It has set out a roadmap to simplify integration, in a bid to lower the transition cost of moving from ECC to the S/4 platform. This infographic shows why most SAP users have positive impressions of SAP S/4Hana.
News : Customer relationship management (CRM)
-
July 30, 2021
30
Jul'21
Government opens up SME digital support programme for suppliers
Help to Grow: Digital scheme aims to help small businesses access productivity-enhancing software, and suppliers are now encouraged to register as approved suppliers
-
July 21, 2021
21
Jul'21
SAP Q2 2021: revenue down 1%, 600 new S/4 Hana signups
SAP has reported second-quarter 2021 revenue of €6.669m, down 1% on the same year-ago quarter. Cloud revenue has increased by 11% to €2.276bn, just over one-third of the total, and 250 customers claimed for new Rise with SAP package in the quarter
-
July 07, 2021
07
Jul'21
Clara Shih, CEO, Salesforce Service Cloud on the shape of post-pandemic service work
Salesforce Service Cloud CEO Clara Shih has returned to the supplier after a period as a founder CEO and sees the future of contact centre and field service with relatively fresh eyes
-
June 24, 2021
24
Jun'21
Salesforce declares AWS partnership to enable intelligent applications
Salesforce and Amazon Web Services have declared a ‘strategic partnership’ that is claimed to enable the easier creation of artificial intelligence-infused applications
In Depth : Customer relationship management (CRM)
-
How AI and automation drive better customer service
Forrester analysts explore the benefits of combining artificial intelligence with automation Continue Reading
-
Customer experience market made leap forward during pandemic
The discipline of customer experience management made significant advances during the Covid-19 crisis, according to practitioners and advocates Continue Reading
-
Interview: Uber driver Yaseen Aslam on his Supreme Court battle and what’s next for gig workers
Private hire driver and union organiser Yaseen Aslam speaks to Computer Weekly about his legal battle with Uber and what the UK Supreme Court ruling means to workers in the gig economy Continue Reading
Blog Posts : Customer relationship management (CRM)
-
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
Opinion : Customer relationship management (CRM)
-
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
-
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
Videos : Customer relationship management (CRM)
-
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.