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.
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News
04 Aug 2020
Nordic enterprises look for SAP price reductions as they navigate Covid-19
Businesses in the Nordics are using SAP Cloud Platform to address Covid-19 challenges and are also seeking price reductions Continue Reading
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E-Zine
21 Nov 2019
CW Nordics: Automation pays off for Sweden’s social workers
Software robots are freeing up time for social workers in Sweden to help benefits claimants find employment and to receive the money they are entitled to. Also in this issue, read how Sweden’s SEB bank is using a Google-inspired, cloud-native core banking platform, and why India is leading the pack when it comes to IT outsourcing from the Nordic countries. Continue Reading
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News
06 May 2015
CIO interview: Darrell Stein, vice-president of information systems at Reckitt Benckiser
Seven months after taking charge of IT at Reckitt Benckiser, Darrell Stein is pushing ahead with a strategy to increase digital revenues Continue Reading
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News
16 Apr 2015
Pure e-commerce approach does not work for every retailer
Retailers can no longer be successful with an e-commerce approach alone, according to NYU professor of marketing Scott Galloway Continue Reading
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News
16 Apr 2015
Retailers should think of consumers as “omni-customers”, says OVS Spa
Retailers should refocus their strategy to treat consumers as “omni-customers”, according to the director of e-commerce for Italian brand OVS Spa Continue Reading
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News
09 Apr 2015
CIO interview: Fernando Birman, head of the digital office, Solvay
After years of IT work to support major M&A activity, global chemicals company Solvay is focusing on innovation to drive internal efficiency Continue Reading
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News
09 Apr 2015
InfoVista buys Ipanema to boost application performance offer
Network management supplier InfoVista buys application and network performance firm Ipanema to realise software-defined WAN ambitions Continue Reading
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News
08 Apr 2015
CIO interview: Bruna Pellicci, global head of IT, Ashurst
Global law firm Ashurst is rolling out a new IT strategy based on single platforms worldwide for its core business areas Continue Reading
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News
30 Mar 2015
KPMG teams up with Microsoft to boost enterprise cloud adoption
Advisory firm to draw on Microsoft technologies to deliver cloud-based data analytics, and business transformation services to clients Continue Reading
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News
19 Mar 2015
Holland & Barrett outsources data handling to ITC Infotech
IT services firm ITC Infotech manages customer data for health food business to help it glean business value from the information Continue Reading
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News
11 Mar 2015
Microsoft Azure brings success for McDonald's Sweden
McDonald's Sweden's Microsoft Azure system is named best-in-class across the fast food organisation's global operation Continue Reading
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E-Zine
12 Jan 2015
The internet-enabled car of the future
In this week's Computer Weekly, we report from CES in Las Vegas, where car makers gave a glimpse of how the internet of things is going to improve the driving experience. We look at the price wars in the public cloud market and assess what it means for enterprise IT. And we start our buyer's guide on software-defined everything. Read the issue now. Continue Reading
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News
07 Jan 2015
Case study: UniCredit uses Fico to apply prescriptive analytics to risk management
Italian bank UniCredit is using Fico software to apply prescriptive analytics to risk management Continue Reading
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News
19 Dec 2014
CIO interview: Mark Maddocks, Cambridge University Press
Technology has prompted unprecedented innovation and transformation in the media sector – Cambridge University Press is no exception Continue Reading
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News
11 Dec 2014
DECC publishes annual report on delayed smart meter scheme
The Department of Energy and Climate Change has published its annual report on the roll-out of smart electricity and gas meters Continue Reading
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News
11 Dec 2014
Avaya brings contact centres to Google Chromebooks
Avaya and Google team up to streamline customer service agent workflows by enabling desktop contact centres on Chromebooks Continue Reading
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Feature
10 Dec 2014
Dutch organisations gradually take up cloud HCM software
While organisations in the Netherlands tend to use the traditional HR modules of the large software packages, some diversity is beginning to emerge Continue Reading
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News
12 Nov 2014
Amazon not the biggest threat to high street retailers
Competition from online-only traders does not pose the biggest threat to high street retailers, with cautious attitudes a bigger risk Continue Reading
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News
11 Nov 2014
Qantas puts Oracle ERP in the cloud with Tata Consultancy Services
Airline Qantas signs IT outsourcing services firm TCS to upgrade its Oracle ERP platform and move it into the cloud Continue Reading
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Photo Story
17 Oct 2014
Making waves at Dreamforce 2014
Love him or hate him, Salesforce.com CEO Marc Benioff draws a crowd. This is a cloud software company with an increasing focus on application development Continue Reading
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News
10 Oct 2014
Fear and loathing could hold back UK internet of things, says KPMG report
More than two-thirds of UK consumers fear growing number of interconnected devices make it too easy for things to go wrong Continue Reading
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News
30 Sep 2014
Oracle OpenWorld 2014: Xerox aligns business and IT in streamlining applications
Xerox's IT division has been working with the business to standardise its HR management on a global basis Continue Reading
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Photo Story
19 Sep 2014
Larry Ellison: Of plane, sails and zen
After 35 years at the helm, Larry Ellison has stepped down as Oracle's CEO Continue Reading
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News
15 Sep 2014
Salesforce issues advice on avoiding Dyreza attack
Salesforce has issued a set of guidelines on tightening security after a number of its customers were targeted by the Dyreza email virus Continue Reading
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News
21 Aug 2014
Load balancing supports Kent County Council's VDI project
Kent County Council picks Kemp Technologies load balancers to support a deployment of VMware Horizon View and Workspace across its estate Continue Reading
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News
19 Aug 2014
Bayern Munich teams up with SAP to hit sporting and commercial goals
FC Bayern Munich and SAP today cemented a sports analytics and enterprise software partnership at the club’s Allianz Arena Continue Reading
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News
19 Aug 2014
FT turns to cloud to manage advertising bookings
Business newspaper replaces 20-year-old ad-booking system with a cloud-based service Continue Reading
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News
24 Jun 2014
Why customer service automation goes awry
Customer service automation brings speed and improved quality to the effort of serving consumers. If poorly managed, it can also do the opposite. Continue Reading
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News
16 Jun 2014
Travel group Expedia aims to predict your holiday plans
Travel group Expedia is developing technology that will predict the needs of its customers before they call about their travel plans Continue Reading
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News
19 May 2014
SAP certifies core business apps to run on Microsoft Azure
From June, users of SAP Business Suite software, Business All-In-One solution, SAP Mobile Platform, SAP Adaptive Server Enterprise and Hana platform will be able to run them on Azure Continue Reading
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News
15 May 2014
Air Transport Industry Insights 2014
This report from SITA looks at the impact of business intelligence on airlines and airports. Continue Reading
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E-Zine
12 May 2014
Retail's data challenge
In this week’s Computer Weekly, we look at how data analytics is driving a new approach to customer relationship management within the retail sector. Customer who shops in multiple channels offer greater value to retailers. We find out how auction site eBay has developed a bespoke data analytics architecture to track every customer interaction. Continue Reading
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News
20 Mar 2014
CIO Thought Leadership: The Sum of all brands
This article by Ade McCormack looks at the impact customer-centricity has on organisations. Continue Reading
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Feature
19 Mar 2014
Case study: How John Lewis conquered the web
An in-depth look at the inside story of John Lewis' £40m e-commerce strategy. Continue Reading
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News
14 Mar 2014
Interview: Charles Phillips, CEO, Infor
Charles Phillips is at a critical point in his role at Infor. Over the past three years as CEO he has invested heavily in overhauling the company's enterprise software Continue Reading
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News
04 Mar 2014
Airport IT Trends Survey
Airports are spending a larger slice of their revenues on technology as they look to improve the passenger experience, this major study from SITA reveals. Continue Reading
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News
25 Feb 2014
Flexibility and integration drove NatWest Microsoft Dynamics migration
NatWest Business Banking selected Microsoft Dynamics CRM when it realised it needed full CRM capability Continue Reading
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Photo Story
17 Feb 2014
UK IT spending will outpace rest of Europe in 2014
Computer Weekly research reveals the IT spending priorities for UK and European organisations in 2014. Continue Reading
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News
07 Feb 2014
Met Police releases ‘Total Technology’ IT strategy
The Metropolitan Police Service has released a three to four-year plan on how to transform the use of technology in the organisation Continue Reading
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News
04 Feb 2014
Satya Nadella replaces Steve Ballmer as Microsoft CEO
Microsoft has named Satya Nadella as CEO almost six months after former incumbent Steve Ballmer announced his retirement Continue Reading
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News
28 Jan 2014
BBC failed to get "sufficient grip” over failed DMI project, says NAO
The National Audit Office has slammed the BBC over its failed Digital Media Initiative (DMI), project saying the broadcaster was “too optimistic” and the BBC executive “did not have sufficient grip of the programme" Continue Reading
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Photo Story
23 Dec 2013
IT at the WWF Living Planet Centre
WWF’s Living Planet Centre is one of the greenest buildings in the UK and aims to demonstrate to the public using technology how it is possible for people to live in harmony with nature Continue Reading
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Opinion
19 Dec 2013
User acceptance testing needs real training, not just a short course
In spite of its importance, user acceptance testing (UAT) is often chaotic, problematic and ineffective Continue Reading
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News
05 Dec 2013
700,000 benefit claimants miss out on Universal Credit deadline
The secretary for work and pensions has admitted the Universal Credit benefit scheme will miss its 2017 deadline Continue Reading
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News
26 Nov 2013
Gartner: What CIOs should know about cloud‑based customer service
IT leaders and managers of customer support need to understand the limits of cloud-based CRM customer service and support software solutions, writes Michael Maoz, vice-president and distinguished analyst at Gartner. Continue Reading
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News
21 Nov 2013
Pegasystems CEO Alan Trefler plans his next move for the $500m software company
Alan Trefler discusses his plans for Pegasystems, the BPM and CRM specialist that has grown into a $500m a year company Continue Reading
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News
20 Nov 2013
Case study: McGraw-Hill Education mobilises with Salesforce
The educational resources provider utilises Salesforce to develop a mobile app and get its sales reps selling more on campus Continue Reading
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News
11 Nov 2013
Microsoft Dynamics CRM For Government
Analyst group, Nucleus research assesses the business benefits achieved by government organisations deploying Microsoft Dynamics CRM. Continue Reading
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News
26 Sep 2013
Oracle OpenWorld 2013: Tesco takes a multi-channel approach to customer experience
Tesco has been using an array of Oracle technology, including its customer experience (CX) portfolio to turn the company in a multi-channel retailer Continue Reading
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News
10 Sep 2013
CW Enterprise Software case studies
Brian McKenna presents 6 case studies on enterprise software drawn from the winners of Computer Weekly's European User Awards. Continue Reading
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News
15 Jul 2013
Lower uptake of cloud, ICT limiting medium-sized enterprises' productivity: CEBR
Medium-sized enterprises in the UK lagging behind large businesses in terms of productivity, because of lower adoption of ICT and cloud Continue Reading
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Feature
04 Jul 2013
From chess to ping pong: How Pegasystems is capturing the Fortune 500
Pegasystems is winning business from the world's leading companies as business process management technology enters the mainstream Continue Reading
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News
11 Jun 2013
Lloyds customer complaints plummet after automating manual processes
Lloyds is claiming dramatic improvements in the quality of its customer service after automating manual banking processes Continue Reading
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News
06 Jun 2013
SAP buys e-commerce company Hybris to move into CRM market
SAP is moving into the CRM market with its purchase of Hybris, a Swiss customer relationship management (CRM) supplier Continue Reading
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News
06 Jun 2013
Sports performance data analytics fuels Opta’s business expansion
Football performance data could play a role in clubs’ scouting efforts, and even in footballer market evaluation, according to OptaSports Data Continue Reading
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News
04 Jun 2013
Whitehall should use Twitter to engage public in open policy-making, say MPs
Government should use Twitter for an ‘open policy’ approach, says the Public Administration Select Committee (PASC) Continue Reading
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News
21 May 2013
Gartner: Big data will transform customer relationship management technology
CIOs need to start thinking how to integrate big data into their customer relationship management (CRM) systems, says technology analyst Continue Reading
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News
09 Apr 2013
CIO interview: Mary Hensher, IT director, Cancer Research UK
Charity Cancer Research has felt the impact of recession on fundraising and the need to innovate through technology is more important than ever Continue Reading
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News
05 Mar 2013
Are CIOs losing relevance or will they just change their spots?
The CIO is an evolving role and changes in technology and budgets, mean it is shifting more towards governance Continue Reading
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News
05 Feb 2013
Interview: John Harris, vice-president of global enterprise architecture, Aimia
Aimia, the organisation behind retail loyalty programme Nectar, is overhauling its IT to make the most of customer data Continue Reading
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News
08 Jan 2013
Are software audits good for your health?
The Business Software Alliance's claim that 90% of all audit letters sent in 2012 were the result of tips from whistle-blowers is a wake-up call to CIOs Continue Reading
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News
18 Dec 2012
Mott MacDonald rolls out Microsoft software globally
Engineering firm Mott MacDonald is rolling out Microsoft products globally over the next year as it moves towards a Microsoft-centric business strategy Continue Reading
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News
06 Nov 2012
EDF blames system upgrade for customer complaint failures
EDF blames a system upgrade for failing to handle customer complaints to standard, but says it will resolve the issue by the end of the year Continue Reading
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Tip
08 Oct 2012
BPM-ERP integration in four steps
Integrating ERP with BPM can improve organizational efficiency and productivity. Follow these steps for easy integration of ERP with BPM. Continue Reading
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News
19 Sep 2012
Activision uses Salesforce to serve gaming community
The Call of Duty designers use the Service Cloud and Chatter Communities to solve customer queries Continue Reading