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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Opinion
07 Feb 2025
Secure software procurement in 2025: A call for accountability
Outgoing CISA chief Jen Easterly called on buyers to demand better security standards from their software suppliers. The Security Think Tank considers what better means, and what best practice for secure software procurement looks like in 2025. Continue Reading
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News
05 Feb 2025
Crowd-source testing helps drive Webex accessibility
Conferencing software Webex has a number of accessibility features built-in and has worked with Applause to test how well these work 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