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.

August 29, 2021 29 Aug'21
Mainland Chinese businesses lead tech adoption in APAC

Chinese firms are more likely than others in Asia-Pacific to tap on artificial intelligence and business intelligence among other technologies to drive innovation
August 24, 2021 24 Aug'21
How Zendesk is gearing up for growth in APAC

Zendesk has its eye on Japan and the enterprise segment while building up its partner ecosystem to grow its business in the Asia-Pacific region
August 12, 2021 12 Aug'21
Same-day delivery firm CitySprint fields Salesforce for customers

Same-day delivery specialist CitySprint uses Salesforce across its contact management, sales and marketing teams
August 05, 2021 05 Aug'21
Vodafone Spain modernises customer relationship management platform with Amdocs

Modernisation programme aims to enable Vodafone Spain to reduce the total cost of ownership and improve operational efficiency, automation and performance of its CRM system

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

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.