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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Tip
18 Dec 2024
7 customer experience trends to know in 2025
Customer experience trends like generative AI, proactive outreach and agent assist can all help organizations ensure they can attract and keep customers. Continue Reading
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Opinion
18 Dec 2024
The future of CX is AI-powered and human-centric
AI is revolutionising customer experience, but companies must prioritise data quality and human oversight to deliver personalised services that builds loyalty and drives growth Continue Reading
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News
06 Oct 2016
Benioff follows Will.i.am on stage to promote Stem education as way out
Salesforce founder and CEO Marc Benioff endorses Will.i.am’s education drive for black youth and Bono’s anti-AIDS charity, (Red) Continue Reading
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News
03 Oct 2016
Dutch government uses Microsoft Dynamics to improve recruitment
Government recruitment and career management of senior civil servants in the Netherlands has been improved through a Microsoft Dynamics implementation Continue Reading
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News
22 Sep 2016
Pizza Hut Hong Kong rips up traditional CRM rule book
IT director of parent company Jardine Restaurant Group has transformed the way Pizza Hut interacts with customers in Hong Kong and plans the same in Myanmar and Vietnam Continue Reading
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News
15 Sep 2016
Manchester City builds digital fan wall on Hana Cloud Platform
Football club has unveiled an interactive fan wall, built on SAP’s Hana Cloud Platform, to engage fans better Continue Reading
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News
14 Sep 2016
Royal Shakespeare Company targets more groundlings with Progress
The Royal Shakespeare Company revamps its web site and gets its customer engagement act together with content management and digital marketing tools from Progress Continue Reading
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News
08 Sep 2016
Insurance brokers count cost of lost business as SSP SaaS platform outage enters second week
SSP confirms to Computer Weekly it has no clear idea when all brokers will be able to continue doing business via its SaaS platform, two weeks on from Solihull datacentre power outage Continue Reading
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News
08 Sep 2016
Bank IT spending to hit $241bn across four major global regions
IT spending across four major economic regions will increase by around 4% in 2016, but Europe is the least certain Continue Reading
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Opinion
28 Jul 2016
Consumer identity management is the core of real CRM
IAM + CRM is much more than simply IAM for external users, says Ivan Niccolai Continue Reading
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Feature
28 Jun 2016
CW@50: Spreadsheets and ERP – 50 years of software coding business
Business software has been a rich field for IT professionals over the past five decades, and we are on the cusp of a new era of customers rolling their own for competitive advantage Continue Reading
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News
15 Jun 2016
Salesforce gears up for e-commerce with Demandware deal
CRM and cloud platform software company Salesforce is set to acquire Demandware -- taking its cloud-commerce software offering with it Continue Reading
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News
27 May 2016
Bristol Water outsources IT as business model transforms
Bristol Water outsources IT to Wipro to support it through a period of transformation to its operating model Continue Reading
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Feature
25 May 2016
An overview of cloud customer relationship management
Businesses are confident about buying customer relationship management (CRM) software as a cloud-based service. Computer Weekly looks at the main players Continue Reading
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News
19 May 2016
ING Turkey uses digital technology to improve services and grow customer base
Turkish bank uses business process management technology to offer financial services through 1,500 grocery stores, technology outlets and post offices Continue Reading
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News
29 Apr 2016
Tech-savvy Asean populations shake up enterprise IT, says AIA CTO
A young, urban and tech-savvy population in the Asean region has forced enterprises to rethink their IT strategies Continue Reading
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News
16 Mar 2016
Rolls-Royce cloud HR project will pay for itself in two years
HR IT director Mark Judd explains how engineering and aerospace firm swapped ageing ERP and spreadsheets for a company-wide core HR system Continue Reading
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News
16 Mar 2016
Oracle Q3 2016: cloud revenue grows, US currency strength takes toll
SaaS and PaaS combined contributed $583m in third quarter, up 57% in US dollar terms, while IaaS was down 2% in dollars to $152m Continue Reading
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News
08 Mar 2016
RWE chief executive points to SAP billing system as cause of npower losses
Npower has announced a radical restructuring plan, shedding 2,400 jobs on the back of losses of €137m. Its parent company’s CEO identified an SAP billing system as the source of the UK unit’s woes Continue Reading
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News
23 Feb 2016
Outsourcer MSXI puts Microsoft cloud in driving seat
Business process outsourcer MSXI has replaced Salesforce with a Microsoft business applications stack to support its car dealership business Continue Reading
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E-Zine
18 Feb 2016
CW Europe: February 2016
In Europe cloud is restricted and hybrid setups make use of local compute and storage. Continue Reading
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News
17 Feb 2016
Electronics supplier RS Components outsources business process systems in online push
Electronics manufacturer RS Components outsources its corporate software development to Atos in a bid to modernise its customer services Continue Reading
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News
10 Feb 2016
Insurance giant RSA announces another outsourcing deal
Insurance company RSA has penned its second major outsourcing contract in a week as it extends a BPO contract with Accenture Continue Reading
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News
25 Jan 2016
Twitter chief claims executive exodus voluntary
Twitter chief executive Jack Dorsey confirms CTO and COO are to take on additional responsibilities with the departure of four top executives Continue Reading
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News
20 Jan 2016
Microsoft to donate $1bn worth of cloud computing resources
Microsoft's $1bn cloud computing donation is aimed at helping NGOs, academic research and developing countries Continue Reading
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Feature
15 Jan 2016
Digitisation connects customers to companies on a new level
‘Digital’ provides more ways for people and businesses to connect than ever before, and a transformed role for IT in businesses old and new Continue Reading
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E-Zine
16 Dec 2015
Cloud IT is helping Uefa meet its goals
In this week’s Computer Weekly, we find out how cloud computing is helping European football federation Uefa with preparations for the Euro2016 tournament. We ask if UK government moves to support IT education are enough to bridge the skills gap. And we examine the new international standard for personal data privacy in the cloud and what it means for suppliers. Read the issue now. Continue Reading
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News
27 Nov 2015
TUI develops apps to keep in touch with holidaymakers all year
Travel group plans to create mobile apps for holidaymakers to ask questions, book excursions and potentially plan their next trip Continue Reading
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News
23 Nov 2015
SAP UK&I User Group Conference 2015: Newcastle University puts ERP on Hana
Newcastle University has put enterprise resource planning and data warehouse data on SAP’s Hana platform in a proof of concept project Continue Reading
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Feature
20 Nov 2015
First steps taken on 'omni-channel' customer experience
The future customer experience might be personalised, but there is a long road ahead yet Continue Reading
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News
26 Oct 2015
Yakult uses data analytics to boost growth in the Netherlands by 20%
Probiotics maker Yakult is using analytics and data visualisation tools to boost its sales in the Netherlands Continue Reading
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E-Zine
12 Oct 2015
Europe's data privacy shake-up
In this week's Computer Weekly, after the European Court of Justice ruled the Safe Harbour agreement invalid, we assess the implications for transatlantic data protection. We find out why DVLA has brought its IT back in-house after a 13-year outsourcing deal. And we look at the role of IT in cutting costs in the NHS. Read the issue now. Continue Reading
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News
09 Oct 2015
Silicon Valley startups pitch to solve next-generation business IT problems
We visit Silicon Valley to meet some of the emerging tech companies focusing on enterprise IT Continue Reading
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News
15 Sep 2015
Almost 30% of retailers use facial recognition technology to track consumers in store
Retailers are using more technology in store to track customer behaviour, with the younger generation finding it useful for their shopping experience Continue Reading
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News
03 Sep 2015
Al Rayan Bank finds business agility in cloud applications
Al Rayan Bank believes its investment in cloud applications gives it an edge in business agility Continue Reading
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Feature
03 Sep 2015
Why Pegasystems' CEO, Alan Trefler, has learned to think smaller
Pegasystems has made its name supplying CRM, analytics and case management software to the world's largest companies. Now CEO Alan Trefler plans to use cloud computing to broaden Pega's appeal Continue Reading
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E-Zine
10 Aug 2015
Data unlocks personalised customer service
In this week's Computer Weekly, we examine how companies are starting to use big data analytics to deliver more personalised customer services. We talk to the government's IT procurement chief about improving public sector tech purchasing. And Volvo's CIO tells us how connected cars will reshape the automotive sector. Read the issue now. Continue Reading
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Feature
03 Aug 2015
Digital transformation needs business leaders to develop new skills
A panel of experts discuss the capabilities business leaders and corporate IT need to develop for digital Continue Reading
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E-Zine
20 Jul 2015
How the internet of things could save the honeybee
In this week’s Computer Weekly, with bee populations being decimated, we find out how the internet of things could save the honeybee and secure crop production. Amid fears that artificial intelligence could end human innovation, we hear from the experts on AI about the reality. And we examine the challenges of delivering quality customer service in a multi-channel world. Read the issue now. Continue Reading
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News
08 Jul 2015
BA opens up API on flight information
British Airways offers an open application programming interface (API) for flight information to encourage developers to create value-added travel applications Continue Reading
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Feature
07 Jul 2015
Improving customer engagement strategies with CRM tools
There are several different types of CRM tools that can be used to improve your customer engagement strategies. Continue Reading
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News
07 Jul 2015
Manchester City group joins forces with SAP to further global goals
The City Football Group, which includes Manchester City, has teamed up with SAP to further its global development goals Continue Reading
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News
30 Jun 2015
Top suppliers as UK software and services market approaches £50bn
The top five software and IT services firms in the UK are Capita, HP, IBM, Capgemini and Accenture, according to the latest figures from TechMarketView Continue Reading
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Feature
25 Jun 2015
Using data analytics to deliver more personalised customer service
Personalisation has been the goal for many retailers, but can the emergence of big data analytics be the solution they are looking for? Continue Reading
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E-Zine
22 Jun 2015
Navigating complex IT
In this week's Computer Weekly, the complexity of legacy IT is a problem for most CIOs, but is it an inevitable consequence of using technology to keep the business simple? IT leaders share their experiences. Windows 10 is out soon – we look at what it means for enterprise IT. And we examine the Open Data Platform for Hadoop. Read the issue now. Continue Reading
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News
19 Jun 2015
Google eyes Tesco’s customer analytics arm Dunnhumby
Google is reported to have joined the scramble to buy Dunnhumby, the customer analytics unit behind Tesco’s Clubcard Continue Reading
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News
19 Jun 2015
Legacy systems holding back 90% of businesses
Most businesses are being held back from making digital advances by their reliance on legacy applications Continue Reading
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News
17 Jun 2015
Royal Bank of Scotland goes back to 1970s values with big data
RBS, once the world's largest bank, is using analytics technology to go back to the era of personal customer service Continue Reading
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E-Zine
01 Jun 2015
Google’s big data vision
In this week’s Computer Weekly, we examine Google’s 11-year big data journey from MapReduce to Cloud Bigtable, the internet giant’s latest NoSQL database service. We look at the role of mobile technology in helping to join up health and social care in the UK. And John Lewis IT director Paul Coby talks about the IT challenges of creating an omni-channel retailer. Read the issue now. Continue Reading
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Feature
01 Jun 2015
Five critical actions CIOs should take to improve the customer experience
Actions include upgrading IT roles, amending measurements, structural changes and a cultural shift from internal to external Continue Reading
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News
29 May 2015
CIO interview: Billie Laidlaw, RSPCA
RSPCA CIO Billie Laidlaw explains how the charity's cloud-first approach to IT procurement benefits the animals in its care Continue Reading
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Feature
25 May 2015
Digital customer experience: Beyond the website
Organisations are faced with the challenge of delivering their customers with an online experience that goes far beyond just a website 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