The Ultimate Guide to Customer Relationship Management
2023 edition
Overview
Also known as CRM.
CRM software helps organisations address their customers with one voice, a historically difficult task especially for ‘at scale’ businesses. CRM systems track interactions and activities with customers and potential customers, creating referenceable records enabling anyone in the organisation to rapidly understand any given customer at any given time. CRM systems become repositories of customer information which can be assessed and analysed, identifying trends and opportunities for maximizing value delivered to each customer, and reciprocally improving sales performance for the company.
Analyst reports

Gartner on CRM & AI
The App Edit: why conversational commerce is overtaking...
Tue, 20th Sep 2022

Forrester Research on CRM & Cloud
Forrester names Pega a Leader in CRM Solutions 2022 rep...
Tue, 2nd Aug 2022

Gartner on CRM & CX
Gartner recognises Okta for abilities in Access Managem...
Fri, 20th May 2022

Forrester Research on CRM & CX
Accenture named Leader in CX Strategy Consulting Servic...
Thu, 21st Apr 2022

Gartner on CRM & Finance, Leasing & Rental
Esker named Challenger in 2022 Gartner Magic Quadrant
Wed, 13th Apr 2022
Expert columns

By Bash Din of Zumzum
6 things to consider when choosing accounting software ...
This month

By Marcus McNamara of Sana Commerce
Seeking stronger customer insights? Start with your eCo...
Mon, 14th Nov 2022

By Megan Harrison of Voyager
Make VoIP business calling even better with affordable ...
Mon, 17th Oct 2022

By Billy Loizou of Amperity
Is ‘dirty data’ damaging your business?
Tue, 11th Oct 2022

By Matthew Owens of Annexa
The big announcements from NetSuite SuiteWorld 2022 – d...
Thu, 29th Sep 2022
More expert columns

By Anna Trifonopoulos of Marketplacer
New kid on the block: How your business can build up it...
Tue, 27th Sep 2022

By John-Daniel Trask of Raygun
Data overwhelm? Focus on your customer
Tue, 27th Sep 2022

By Eugene Chng of Hyland
Digitally evolve the smart way – federated content
Fri, 23rd Sep 2022

By Daniel Hood of Phronesis Security
Why Managed Service Providers are the next big target
Wed, 21st Sep 2022

By Chris Smith of M-Files
How business process automation limits the cost of huma...
Mon, 12th Sep 2022

By Stewart Garrett of New Relic
What ANZ organisations can learn from Asia’s burgeoning...
Mon, 29th Aug 2022
Top players
Recent news

About Salesforce
Salesforce launches Einstein GPT, a world first in AI C...
This month

About PwC
PwC acquires Salesforce consultancy Be Intelligent
Last month

About Whatsapp
New tools for Zoho Desk revealed for global market
Tue, 20th Dec 2022

About SnapLogic
Reece is using SnapLogic to modernise its operations
Thu, 8th Dec 2022

About Salesforce
Gentrack and Merkle bring Salesforce solutions to utili...
Wed, 30th Nov 2022
More expert columns

By Stewart Garrett of New Relic
What ANZ organisations can learn from Asia’s burgeoning...
Mon, 29th Aug 2022

By Tim Charlesworth of SAS
The proof is in the pudding: How to navigate to CX exce...
Mon, 22nd Aug 2022

By Abhishek Malhotra of VERSA CX
Is your chatbot bringing down the customer satisfaction...
Fri, 12th Aug 2022

By Julian Critchlow of Extreme Networks
Why scalable networks are key to delivering consumer-ce...
Wed, 27th Jul 2022

By Ravi Saraogi of Uniphone
Smarter CX solutions to drive business transformation i...
Wed, 27th Jul 2022

By Michael Dyson of SOTI
Key technology trends driving the retail customer exper...
Thu, 21st Jul 2022
Even more expert columns

By Michael Dyson of SOTI
Key technology trends driving the retail customer exper...
Thu, 21st Jul 2022

By Luke Hilton of Marketplacer
How focusing on user experience will help your online m...
Fri, 17th Jun 2022

By Dion Williams of Servicely
Finance is on a new footing to improve internal custome...
Mon, 13th Jun 2022

By Saurabh Madan of MoEngage
Why personalised CX will pay off for Asia’s banks
Thu, 2nd Jun 2022

By Peter Marelas of New Relic
The importance of service level management to customer ...
Fri, 27th May 2022

By Rod Lester of NICE
Leveraging technology in contact centres to reduce attr...
Fri, 27th May 2022

By Anurag Vasisth of Loyalty Rewards International
Harnessing digital innovations to maximise loyalty prog...
Thu, 26th May 2022

By Raghav Sibal of Manhattan
Shortening the click-to-customer cycle through smart te...
Mon, 23rd May 2022

By Contributor of Acer
Is video technology the future of retail?
Thu, 12th May 2022

By Peter Hughes of RingCentral
Digital insight through UCaaS to improve customer exper...
Wed, 11th May 2022
More news

About HubSpot
HubSpot reveals marketing budget decline in Singapore
Wed, 30th Nov 2022

About Infor
Infor chosen by Camatic Seating to deliver integrated A...
Thu, 17th Nov 2022

About Artificial Intelligence
Freshworks integrates conversational AI in CX/CRM solut...
Fri, 4th Nov 2022

About Accounting systems
NetSuite helps Australian bridal boutique to scale oper...
Fri, 30th Sep 2022

About Oracle NetSuite SuiteWorld
NetSuite introduces CPQ to help organisations simplify ...
Thu, 29th Sep 2022
Even more news

About Salesforce
Salesforce launches the first carbon credit marketplace
Fri, 23rd Sep 2022

About Nutanix
Nutanix rolls out next era of its global partner progra...
Thu, 22nd Sep 2022

About Software-as-a-Service
Jabra launches AI-powered SaaS solution for contact cen...
Thu, 22nd Sep 2022

About Customer Experience
Loyalty, pricing and service are D2Cs biggest shortfall...
Thu, 22nd Sep 2022

About Gentrack
Gentrack partners with Mercury and launches g2.0 soluti...
Thu, 22nd Sep 2022
Other guides
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