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.

October 15, 2021 15 Oct'21
Manchester City teams up with Qualtrics for fan experience management

Manchester City is teaming up with online survey software firm Qualtrics, part-owned by long-term City Football Group supplier SAP, to engage more intelligently with the football club’s fanbase
October 13, 2021 13 Oct'21
Modern SaaS shifts core ERP architectures

There are numerous ways to achieve the same result. Salesforce, Microsoft and Microsoft offer a different way to consider enterprise systems
September 22, 2021 22 Sep'21
Salesforce to debut Hyperforce architecture in Singapore

Salesforce is rolling out its Hyperforce infrastructure architecture in Singapore by the year-end, enabling enterprises to run Salesforce applications on Amazon Web Services
September 22, 2021 22 Sep'21
Dreamforce 2021: Benioff declares Salesforce as net zero and Slack ubiquitous across stack

Marc Benioff, CEO and chair of Salesforce, declares his company net zero in a keynote at Dreamforce 2021 in San Francisco, alongside update on Slack integrations

How companies are rethinking digital customer experience in wake of pandemic

The Covid-19 pandemic has exposed much digital rhetoric as hollow, as companies are now rethinking the digital customer experience, leveraging instant messaging and other tools Continue Reading
Developing an integrated customer and employee experience strategy

We explore what customer experience and employee experience have in common – and the benefits of combining them Continue Reading
A post-pandemic recipe for developing customer experience

Covid-19 has led to many people reassessing their priorities so customer experience needs to adapt to meet new expectations 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

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

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.