News

Customer relationship management (CRM)

• June 24, 2014 24 Jun'14

  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.

• June 16, 2014 16 Jun'14

  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

• May 19, 2014 19 May'14

  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

• March 14, 2014 14 Mar'14

  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

• February 25, 2014 25 Feb'14

  Flexibility and integration drove NatWest Microsoft Dynamics migration

  NatWest Business Banking selected Microsoft Dynamics CRM when it realised it needed full CRM capability

• February 07, 2014 07 Feb'14

  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

• February 04, 2014 04 Feb'14

  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

• January 28, 2014 28 Jan'14

  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"

• December 05, 2013 05 Dec'13

  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

• November 21, 2013 21 Nov'13

  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

• November 20, 2013 20 Nov'13

  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

• September 26, 2013 26 Sep'13

  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

• July 15, 2013 15 Jul'13

  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

• June 11, 2013 11 Jun'13

  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

• June 06, 2013 06 Jun'13

  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

• June 06, 2013 06 Jun'13

  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

• June 04, 2013 04 Jun'13

  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)

• May 21, 2013 21 May'13

  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

• April 09, 2013 09 Apr'13

  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

• March 05, 2013 05 Mar'13

  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

• February 05, 2013 05 Feb'13

  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

• January 08, 2013 08 Jan'13

  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

• December 18, 2012 18 Dec'12

  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

• November 06, 2012 06 Nov'12

  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

• September 19, 2012 19 Sep'12

  Activision uses Salesforce to serve gaming community

  The Call of Duty designers use the Service Cloud and Chatter Communities to solve customer queries