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
27 May 2025
Salesforce pays $8bn for Informatica to underpin agentic AI play
Salesforce is to pay approximately $8bn for cloud data management specialist Informatica as it looks to shore up the foundations of its developing agentic AI strategy Continue Reading
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Tip
22 May 2025
Compare the top 20 CRM software options
With the right CRM software, CX leaders can improve customer interactions and enhance their support strategies. Top providers include HubSpot, Microsoft and Salesforce. 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