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.

News 11 Jun 2024
Tableau CEO on AI moves to ease analytics adoption

Tableau’s head honcho Ryan Aytay talks up Tableau’s efforts to bring more consumerisation and personalisation capabilities to data analytics through the use of AI Continue Reading
News 11 Jun 2024
CDO interview: Sophie Gallay, global data and client IT director, Etam

The French retailer has some catching up to do on its data strategy and digital transformation – and its new data chief has an ambitious roadmap to deliver on data science, business intelligence and artificial intelligence Continue Reading

News 11 Jun 2024

Tableau CEO on AI moves to ease analytics adoption

Tableau’s head honcho Ryan Aytay talks up Tableau’s efforts to bring more consumerisation and personalisation capabilities to data analytics through the use of AI Continue Reading
News 11 Jun 2024

CDO interview: Sophie Gallay, global data and client IT director, Etam

The French retailer has some catching up to do on its data strategy and digital transformation – and its new data chief has an ambitious roadmap to deliver on data science, business intelligence and artificial intelligence Continue Reading
Definition 10 Jun 2024

customer retention

Customer retention is a metric that measures customer loyalty, or an organization's ability to retain customers over time. Continue Reading
News 10 Jun 2024

Driving customer experience through cloud and AI

Autodesk’s global CIO Prakash Kota explains how the company is modernising is IT infrastructure and adopting cloud and AI to drive customer experience Continue Reading
Definition 07 Jun 2024

Eloqua

Eloqua is a marketing automation platform that follows a cloud-based software-as-a-service (SaaS) model. Continue Reading
Definition 06 Jun 2024

virtual agent

A virtual agent -- sometimes called an intelligent virtual agent (IVA) -- is a software program or cloud service that uses artificial intelligence (AI) technologies, such as machine learning (ML) and natural language processing (NLP) to provide automated services or guidance to humans. Continue Reading
Definition 05 Jun 2024

sentiment analysis

Sentiment analysis, also referred to as 'opinion mining,' is an approach to natural language processing (NLP) that identifies the emotional tone behind a body of text. Continue Reading
Definition 31 May 2024

Pardot

Pardot is a software-as-a-service (SaaS) marketing automation platform by Salesforce that offers email automation, targeted email campaigns, and lead management for business-to-business (B2B) sales and marketing organizations. Continue Reading
Definition 23 May 2024

AIDA marketing model

The AIDA marketing model is a framework that describes a buyer's journey through four key stages: Attention, Interest, Decision and Action. Continue Reading
Feature 01 May 2024

Why your -- and everyone else's -- customer service stinks

Frustration with customer service teams isn't new. But there are some reasons why it is seemingly getting worse. Continue Reading
Definition 29 Apr 2024

Marketo

Marketo is a comprehensive marketing software-as-a-service platform designed to automate and streamline marketing tasks across multiple digital channels. Continue Reading
News 25 Apr 2024

Executive interview: Salesforce AI head discusses dynamic flowcharts

Business workflows can usually be mapped onto flowcharts which depict the set of actions an IT system takes, but large language models can make this dynamic, according to Jayesh Govindarajan, senior vice-president of AI at Salesforce Continue Reading
Opinion 24 Apr 2024

SuiteConnect London 2024: GenAI everywhere the refrain

Oracle NetSuite’s Evan Goldberg and Oracle’s business applications head Steve Miranda shared thoughts on the GenAI state of play Brian McKenna on recent customer conferences visits to London Continue Reading
Feature 23 Apr 2024

An overview of Microsoft Dynamics 365

Dynamics 365 unites various CRM and ERP tools into one platform. CRM apps include Dynamics 365 Sales and Customer Service, and ERP tools include Finance and Commerce. Continue Reading
News 16 Apr 2024

Why Salesforce needs a data management platform

There are reports that Salesforce is looking to acquire Informatica, but such a move needs to fit with its AI and GenAI strategy Continue Reading
News 11 Apr 2024

AI skills gap blocking public sector take-up

A Salesforce report claims that a lack of skills in artificial intelligence is preventing effective take-up of generative AI to enhance frontline citizen services across the public sector Continue Reading
Tip 11 Apr 2024

How to create an omnichannel marketing strategy

Marketers often struggle with the complexities of omnichannel implementation. To get started, they can set their business goals and invest in the right technologies. Continue Reading
News 10 Apr 2024

Salesforce helps customers establish bug bounty programmes

Salesforce has added new learning content to its Trailhead platform designed to help customers develop their own bug bounty programmes Continue Reading
Definition 29 Mar 2024

RFM analysis (recency, frequency, monetary)

RFM analysis is a marketing technique used to quantitatively rank and group customers based on the recency, frequency and monetary total of their recent transactions to identify the best customers and perform targeted marketing campaigns. Continue Reading
News 26 Mar 2024

How SAP is infusing AI into its business applications

SAP’s chief artificial intelligence officer, Philipp Herzig, outlines the company’s approach towards AI and how it is making the technology more accessible to customers Continue Reading
Tip 21 Mar 2024

6 real-life examples of effective diversity marketing

Inclusive marketing can take many forms but always requires authenticity. Explore these real-life examples from companies like Breezit, LLYC and Stallion Express. Continue Reading
19 Mar 2024

What went wrong with Birmingham City Council’s Oracle Cloud implementation?

The council swapped out a heavily customised SAP ERP system for Oracle Cloud, but since going live in 2022, it has encountered numerous technical challenges, leading to spiralling costs. Continue Reading
News 11 Mar 2024

Birmingham City Council’s Oracle implementation explained: What went wrong?

The council swapped out a heavily customised SAP ERP system for Oracle Cloud, but since it went live, it has had numerous technical challenges Continue Reading
Feature 01 Mar 2024

6 benefits of omnichannel marketing

Omnichannel marketing shares data between interaction channels, like email and live chat, to improve CX. Key benefits include enhanced personalization and customer loyalty. Continue Reading
News 01 Mar 2024

APAC firms bullish on IT spending

More than half of organisations plan to spend more on key areas such as cyber security, generative AI and cloud in a sign of growing optimism across the region Continue Reading
News 27 Feb 2024

Managers want generative AI, but workers need more help getting to grips with it

Staff given artificial intelligence guidelines are more likely to experiment with the technology than those who are given none, according to a survey Continue Reading
Tip 09 Feb 2024

Microsoft Dynamics 365 vs. Salesforce: How do they differ?

Microsoft Dynamics 365 and Salesforce both help organizations streamline sales, service and marketing processes. Yet, they differ in architecture and integration capabilities. Continue Reading
Tip 31 Jan 2024

7 customer experience trends to know in 2024

Customer experience trends like AI, customer data management and loyalty programs can all help organizations ensure they can attract and keep customers. Continue Reading
News 26 Jan 2024

8x8 enhances experience communications as a service suite

XCaaS platform to now include capabilities such as AI-generated post-meeting smart summaries and action items, omnichannel experiences, global workforce support, and deeper technology partner integrations Continue Reading
News 22 Jan 2024

AI ushering new era of intelligent CX

Annual customer experience trends report reveals that 68% of UK customer experience leaders believe chatbots can help build a stronger emotional connection with clients, with AI now the norm Continue Reading
Definition 16 Jan 2024

martech (marketing technology)

Martech (marketing technology) refers to the integration of software tools, platforms, and applications designed to streamline and enhance marketing efforts. Continue Reading
Definition 11 Jan 2024

transactional marketing

Transactional marketing is a business strategy that focuses on single, point-of-sale transactions. Continue Reading
Tip 09 Jan 2024

How to overcome the top 6 marketing automation challenges

Marketing automation tools can improve employee productivity if organizations avoid common pitfalls, such as poor planning and a lack personalized messaging. Continue Reading
News 27 Dec 2023

Top 10 business applications stories of 2023

Generative AI has become unavoidable for business applications suppliers. C-level executives offer insights here, while the fundamentals of user enterprise software strategy remain visible beneath the AI froth Continue Reading
Infographic 21 Dec 2023

2 Salesforce acquisitions in 2023 close year of austerity

In a year that began with layoffs, Salesforce changed its tune about acquisitions. Instead, it invested more, aiming to aid companies with products that its customers need. Continue Reading
News 12 Dec 2023

Top IT predictions in APAC in 2024

Generative AI will continue to leave its mark on many areas in business and IT, along with other trends such as sustainability, cyber security and smart factories that are expected to shape the region’s technology landscape in 2024 Continue Reading
Feature 08 Dec 2023

How generative AI is put to work in business applications

Generative AI has kicked up a storm in 2023. We look the opportunities and challenges for businesses, highlighting a range of live applications Continue Reading
Tip 07 Dec 2023

Microsoft Dynamics 365 best practices for implementation

Microsoft Dynamics 365 offers business apps to help organizations boost efficiency. Best practices for implementation include creating the right team and designing a simple UX. Continue Reading
Definition 30 Nov 2023

targeted ad (targeted advertising)

A targeted ad, or targeted advertising, is a method of displaying advertisements to a specific group of people based on their demographics, behavior, interests, or other criteria. Continue Reading
Feature 27 Nov 2023

The future of business software

The enterprise application software market has changed radically. We look at what is driving IT investments Continue Reading
Definition 21 Nov 2023

customer profiling

Customer profiling is the detailed and systematic process of constructing a clear portrait of a company's ideal customer by gathering and analyzing information about their demographic, psychographic and behavioral attributes. Continue Reading
Definition 20 Nov 2023

customer insight (consumer insight)

Customer insight, also known as consumer insight, is the understanding and interpretation of customer data, behaviors and feedback into conclusions that can be used to improve product development and customer support. Continue Reading
Feature 17 Nov 2023

Why is diversity important in marketing?

Diversity marketing can help marketers improve personalization, connect with younger audiences and increase brand loyalty. However, inauthentic efforts can erode customer trust. Continue Reading
News 17 Nov 2023

Oracle NetSuite CEO Goldberg: AI a sleeping giant coming to life

Speaking with Computer Weekly at SuiteWorld, Evan Goldberg, executive vice-president of Oracle NetSuite, discussed how artificial intelligence has emerged from obscurity to be of business moment Continue Reading
News 17 Nov 2023

Capgemini and Heathrow strike deal to enhance passenger experience

Capgemini and Heathrow team up to provide development and operations support for the airport’s technology estate Continue Reading
Definition 16 Nov 2023

buyer persona

A buyer persona is a composite representation of a specific type of customer in a market segment. Continue Reading
Tip 14 Nov 2023

7 Microsoft Dynamics 365 implementation issues

Microsoft Dynamics 365 presents unique implementation challenges for organizations, like data migration and customizations. Explore these challenges and strategies to solve them. Continue Reading
News 13 Nov 2023

Dubai Electricity & Water Authority, Avaya extend customer centre alliance

Dubai utility firm enhances its customer care centre to become integrated digital interactive hub, enabling customers to access a wide range of services through an interactive voice system Continue Reading
Tip 07 Nov 2023

5 benefits of Microsoft Dynamics 365

Dynamics 365 offers a comprehensive set of cloud-based business apps to help organizations eliminate data silos, improve decision-making and automate workflows. Continue Reading
Definition 02 Nov 2023

high-touch customer service

High-touch customer service is a category of contact center interaction that requires human interaction. Continue Reading
Definition 25 Oct 2023

customer effort score (CES)

Customer effort score (CES) is a system for evaluating how much effort is required on the part of a customer to achieve satisfaction in their experience with a company. Continue Reading
Definition 24 Oct 2023

360-degree customer view

The 360-degree customer view is a comprehensive approach to understanding customers by compiling their individual data from various touchpoints into a single view. Continue Reading
News 23 Oct 2023

CTO interview: Pegasystems’ Don Schuerman on using AI to set business goals

Generative AI is on the cusp of allowing companies to automate business processes to meet business goals Continue Reading
Definition 19 Oct 2023

CRM (customer relationship management)

Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle. Continue Reading
Tip 18 Oct 2023

5 real-world examples of customer obsession

Customer obsession requires organizations to place clients' needs at the center of all operations. Real-world examples include Equinox, Tabrick and GreenPal. Continue Reading
News 18 Oct 2023

Gitex Global 2023: Motul looks to deliver ‘effortless’ experiences in cloud comms

Global oil and lubricants company adopts suite of cloud-based contact centre and unified communications solutions to improve customer experience and enable global employees to collaborate better across borders Continue Reading
News 18 Oct 2023

SuiteWorld 23: Oracle NetSuite pushes business efficiency by way of AI

Oracle NetSuite’s Evan Goldberg posited AI old and new as means for organisations to do more with fewer resources, speaking at the company’s annual global SuiteWorld conference in Las Vegas Continue Reading
News 17 Oct 2023

Gitex 2023: Avaya plots generative AI-powered future for customer experience

Leading comms and customer experience technology provider unveils Generative CX concept showing how artificial intelligence can sit at the core of experience transformation Continue Reading
News 16 Oct 2023

Oracle’s Steve Miranda: Customers nearing inflection point with Fusion

In a Q&A with Computer Weekly at Oracle Open World, applications head Steve Miranda discussed how its customers are moving from project-driven to business-driven approaches, and how GenAI is for real Continue Reading
News 12 Oct 2023

Hybrid work flexibility the leading driver underpinning successful work experiences

Study finds that while just over half of CEOs strongly believe their organisation is recognised as an employer of choice, less than half of firms provide employees with the technology they need for hybrid work Continue Reading
Definition 11 Oct 2023

Salesforce

Salesforce, Inc. is a cloud computing and social enterprise software-as-a-service (SaaS) provider based in San Francisco. Continue Reading
E-Zine 10 Oct 2023

Teeing up tech at the Ryder Cup

In this week’s Computer Weekly, we go behind the scenes at golf’s Ryder Cup to see the tech firsts introduced to improve the fan experience. UK tech leaders explain why they feel ‘betrayed’ by the government’s net-zero policy changes. And we examine the governance challenges behind immerse technologies such as VR and the metaverse. Read the issue now. Continue Reading
News 10 Oct 2023

IT and contact centre leaders embrace conversational AI or fear falling behind

Study finds contact centres are on the precipice of a new era as AI begins to deliver and users are increasingly turning to digital channels for information, purchases and support. But efficiency and effectiveness a point of contention Continue Reading
Definition 05 Oct 2023

Salesforce Einstein

Salesforce Einstein refers to an integrated set of artificial intelligence (AI) technologies developed for the Salesforce Customer Relationship Management (CRM) platform. Continue Reading
News 04 Oct 2023

Qualcomm looks to reshape digital world through spatial computing

Mobile tech giant announces new platforms, developed in close collaboration with Meta, to provide breakthrough performance in immersive applications such as mixed and augmented reality Continue Reading
Feature 29 Sep 2023

Customer success vs. sales: What's the difference?

Customer success and sales teams both interact with clients, but customer success prevents churn whereas sales teams focus on loyalty and acquisition. Continue Reading
Feature 22 Sep 2023

5 email marketing challenges and their solutions

Most organizations primarily use email to connect with customers. Yet, marketers often struggle with engagement due to spam filters and crowded inboxes. Continue Reading
Feature 20 Sep 2023

4 email A/B testing best practices

A/B testing can help marketers improve email campaigns one variable at a time. Best practices include designing the right test, starting with the sender's name and using AI tools. Continue Reading
Definition 19 Sep 2023

Salesforce Commerce Cloud

Salesforce Commerce Cloud is a cloud-based suite of products that enable e-commerce businesses to set up e-commerce sites, drive more automation and provide customers with seamless shopping experiences. Continue Reading
Definition 18 Sep 2023

Salesforce DX

Salesforce DX, or SFDX, is a set of software development tools that lets developers build, test and ship many kinds of applications on the Salesforce Platform. Continue Reading
Definition 12 Sep 2023

omnichannel

Omnichannel -- also spelled omni-channel -- is an approach to sales, marketing and customer support that seeks to provide customers with a seamless and unified brand experience, regardless of which channel they use. Continue Reading
Tip 11 Sep 2023

6 generative AI tools to consider for marketing and sales

Generative AI tools can write marketing content, score leads and personalize sales emails. Explore six generative AI tools for marketing and sales, such as Jasper and Flick. Continue Reading
News 11 Sep 2023

Salesforce and Zoom embrace ethical hackers. You should, too

Software companies Salesforce and Zoom discuss their successful bug bounty programmes, what they learned at a recent in-person hackathon in which they participated, and why others shouldn’t be scared of hackers Continue Reading
Definition 08 Sep 2023

mindshare (share of mind)

Mindshare, also known as share of mind, is an approach to marketing that involves attempting to make a company, brand or product the first one that comes to mind when a customer thinks of a particular market. Continue Reading
Feature 05 Sep 2023

Sales vs. account management: What's the difference?

Sales and account management teams work together to increase revenue. However, these roles have different goals, responsibilities, skills and relationship timeframes. Continue Reading
News 31 Aug 2023

GenAI outranks cloud as business IT strategic priority

Enterprise Strategy Group research on the use cases for generative AI shows it as strategic for corporate IT, with impacts on customer experience, software development and IT Ops Continue Reading
Definition 29 Aug 2023

customer satisfaction (CSAT)

Customer satisfaction (CSAT) is a measure of the degree to which a product or service meets customer expectations. Continue Reading
Tip 29 Aug 2023

10 sales enablement best practices

A proper sales enablement strategy can help businesses improve revenue, training for sales teams and overall CX. And, with the right tools, teams can become more efficient. Continue Reading
Definition 23 Aug 2023

brand recognition

Brand recognition is the extent to which a consumer can correctly identify a particular product or service just by viewing the product or service's logo, tag line, packaging or advertising campaign. Continue Reading
Feature 18 Aug 2023

How sales teams can use generative AI

Sales teams can use generative AI to create personalized content, coach sales reps and improve forecasting. However, risks include data protection and a lack of empathy. Continue Reading
Definition 17 Aug 2023

customer experience (CX)

Customer experience (CX) is the sum total of customers' perceptions and feelings resulting from interactions with a brand's products and services. Continue Reading
News 14 Aug 2023

How Qualtrics is driving experience management

Qualtrics’ global and regional leaders outline the company’s product directions, including its work in AI, its traction in the region and the future of experience management Continue Reading
Definition 10 Aug 2023

content personalization

Content personalization is a branding and marketing strategy in which webpages, email and other forms of content are tailored to match the characteristics, preferences or behaviors of individual users. Continue Reading
Guest Post 09 Aug 2023

Why businesses should prioritize customer retention

Proper customer retention can help businesses grow, save money and better understand consumers. Its benefits can lead to better customer experiences and greater business success. Continue Reading
Tip 08 Aug 2023

What does it mean to be customer obsessed?

Customer obsession can boost a brand's reputation and profits. But it requires C-suite dedication to CX, high levels of personalization and a positive employee experience. Continue Reading
Tip 03 Aug 2023

7 ways to successfully align your sales and marketing teams

Learn how to create a close collaboration between sales and marketing that can lead to more effective marketing campaigns, an increase in qualified leads and a boost in revenue. Continue Reading
Tip 31 Jul 2023

12 essential ABM metrics and KPIs to measure success

Account-based marketing metrics let teams effectively engage with key decision-makers within target accounts, strengthen customer loyalty and identify areas of improvement. Continue Reading
Tip 31 Jul 2023

Account-based marketing vs. lead generation, explained

Discover the key differences between lead generation and account-based marketing, as well as pros and cons and how to decide which approach is best for your organization. Continue Reading
Definition 31 Jul 2023

demand generation

Demand generation is the process of creating and cultivating interest in a product or service with the goal of generating high-quality leads that can be nurtured into loyal customers. Continue Reading
Feature 28 Jul 2023

How generative AI fuels customer experience programmes

Generative AI could be a game-changer for CX if firms think use case and not tech. What do recent AI developments mean for customer experience programmes? Continue Reading
Tip 27 Jul 2023

Customer experience vs. customer service: How do they differ?

Customer experience and customer service are not the same, but they do have a shared goal: to ensure customers are satisfied and return for repeat business. Continue Reading
Definition 27 Jul 2023

account-based experience (ABX)

Account-based experience (ABX) is a business-to-business (B2B) strategy in which the sales, marketing and customer success departments work together to provide accounts with a unified, personalized experience throughout the buyer journey. Continue Reading
Tip 26 Jul 2023

6 ways customer experience can increase sales

Organizations that offer a positive CX can boost customer loyalty, reduce churn and increase word-of-mouth advertising. Explore six important ways CX increases sales. Continue Reading
Definition 25 Jul 2023

customer journey map

A customer journey map is a visual representation of the stages a customer goes through when interacting with a company. Continue Reading
Feature 21 Jul 2023

How to use generative AI for marketing

Organizations can use generative AI to write marketing content and analyze customer data quicker than a human. However, the tool requires basic prompt engineering skills. Continue Reading
News 19 Jul 2023

IT firms ramp up prices to drive post-pandemic revenue

The Organisation for Economic Co-operation and Development puts inflation at 6.5%. Some areas of IT spending have experienced double-digit growth Continue Reading
News 17 Jul 2023

Zoom doubles down on customer experience in UCaaS play

Zoom is going beyond its roots in employee experience as it looks to strengthen its position in the unified communications-as-a-service market Continue Reading
Tip 14 Jul 2023

7 tips for creating a knowledge base

A knowledge base offers self-service for customers and employees. Organizations can collect feedback and build a culture of knowledge sharing to create an effective knowledge base. Continue Reading
Tip 14 Jul 2023

5 tips for creating customer journey maps from buyer personas

Organizations can create a journey map for each buyer persona. To create the map, CX teams should use data, consider many viewpoints and apply a central governance framework. Continue Reading
Definition 13 Jul 2023

quality of experience (QoE or QoX)

Quality of experience (QoE or QoX) is a measure of the overall level of a customer's satisfaction and experience with a product or service and the vendor that's providing that product or service. Continue Reading