The Ultimate Guide to Customer Relationship Management
A curated Australian edition of TechDay news, analysis, interviews, reviews, job moves, and related resources for Customer Relationship Management (CRM).
What to know about Customer Relationship Management
Customer Relationship Management (CRM) is a vital strategy that enables businesses to understand, engage, and nurture their customers effectively. It encompasses a broad range of tools, technologies, and techniques designed to manage interactions, data, and processes that drive customer satisfaction and loyalty.
Exploring recent stories tagged with Customer Relationship Management reveals critical insights about market trends, technological advancements, business challenges, and practical advice. From the rise of AI-enhanced CRM capabilities, strategic expansions by major providers, to the growing importance of personalised customer experiences, readers can learn how CRM continues to evolve in response to digital transformation and changing consumer expectations.
Whether you are a small-to-medium business aiming to leverage CRM for growth, or a large enterprise navigating complex integration and data analytics, these stories provide valuable perspectives on implementation strategies, overcoming customization challenges, and utilising advanced tools such as AI, cloud services, and real-time analytics. Clicking through these articles will equip you with knowledge to improve customer engagement, enhance service efficiency, and ultimately drive business success.
Australian Customer Relationship Management News
Regional stories with direct local relevance
Unleashed launches tools for small Australian manufacturers
Small manufacturers could gain a cheaper route to digitising sales, marketing and warehousing as Unleashed targets firms with up to 20 staff.
iCatalyst acquires Beyond CRM in Brisbane expansion
The deal broadens iCatalyst's national Microsoft applications reach and preserves service for Beyond CRM's Brisbane clients.
Asana unveils AI work suite for human & agent teams
Australian businesses may struggle to keep up as Asana expands AI across workflows, with only 14% having scaled it organisation-wide.
Pine Services Group buys Stratus in first Australia move
The deal gives the US-backed group a foothold in Australia and adds more than 55 specialists to its portfolio of ERP services.
Carta buys Avantia to launch legal platform for funds
The deal aims to speed routine legal and compliance work for private capital firms by linking it to fund administration and portfolio data.
Pipedrive launches Sydney data centre for Australian users
Australian sales teams should see faster response times as the CRM shifts local customer data onshore to meet residency demands.
Analyst Insights
Research and market analysis connected to Customer Relationship Management
8x8 sees surging AI demand as usage revenue jumps 70%
HPE launches scale-up server for SAP HANA workloads
DevRev wins ISO 27001 certification for AI security
Sinch named leader in IDC communications platform study
Why brand visibility is the most critical metric in today's AI-driven world
Featured News
Hype growing - but SMEs still face barriers to AI adoption
Small firms risk falling behind unless they adopt AI for practical gains, as SMEC AI says many are still confused by the technology.
Companies wildly unprepared for new era of security threats
Many firms are exposing sensitive data as shadow AI and weak controls leave them open to breaches, hallucinations and unauthorised access.
Expert Columns
Proving personalisation works: Tooling, metrics, and the real role of AI
What separates the personalisation leaders in media and entertainment?
Navigating data challenges in China's E-commerce market
Data matching explained: The key to clean, connected data
First-party data is the new oil: Why Australian businesses can't afford to wait
The growing gap between businesses that use tech well and those that don't
Supply chain operators: Here's how to make AI and data work for you
Why email automation fails without clean and verified data
Why AI is still delivering in parts of finance, not across it
How Sourcepass turns firewall upgrades into a competitive edge
Interviews
Interviews and video coverage from the networkRecent Customer Relationship Management News
First-party data is the new oil: Why Australian businesses can't afford to wait
Privacy rules and browser changes are forcing Australian businesses to rebuild marketing around consented customer records before performance drops further.
The growing gap between businesses that use tech well and those that don't
Businesses that fail to turn data, automation and integration into action risk slower growth, missed leads and weaker customer experiences.
iCatalyst appoints delivery executives for ERP growth
Demand for senior oversight in complex ERP projects is driving iCatalyst’s expansion as it adds leadership in Perth and Melbourne.
Supply chain operators: Here's how to make AI and data work for you
Disconnected systems are driving up costs for logistics firms, with simple delivery queries sometimes taking teams hours to resolve.
Zoho & ManageEngine open Sydney office for ANZ push
The move will deepen Zoho and ManageEngine's access to corporate and government buyers in Australia's largest city, as both target faster growth.
Why AI is still delivering in parts of finance, not across it
Poor data and patchy workflows are limiting AI in finance, leaving teams with quick wins in reporting but little wider transformation.
AWEX strengthens governance as traceability push grows
Stronger oversight is helping the wool body curb risk on major digital projects as federal funding and traceability demands intensify.
Salesforce adds AI agents to small business suites
Salesforce bakes Agentforce AI agents into SME CRM suites, promising faster sales, service and marketing work from a single platform.
P&N Group unifies bank service with Genesys, Salesforce
Australia's P&N Group has adopted Genesys-Salesforce CX Cloud to unify P&N Bank and BCU Bank contact centres and cut admin for staff.
LearnUpon boosts APAC growth with AI course platform
LearnUpon ramps up APAC push with new Sydney HQ and Create+ AI course authoring, targeting faster, scalable learning for regional clients.
AI CX ambitions outpace readiness for Australian firms
Australian firms boost AI spending for customer experience, but skills, data gaps and staff concerns show ambitions outpacing readiness.
Arcadian's AI integrations to save logistics firms USD $20m
Arcadian's AI logistics integrations are set to deliver more than USD $20m in efficiency savings for four Australian operators.
Record phone reuse drive aids domestic violence victims
A record phone reuse drive in Sydney has readied 1,282 donated mobiles to help domestic violence survivors while cutting e-waste.
Atturra wins five-year Haileybury deal for Scholarion
Atturra secures a five-year deal to roll out its Scholarion cloud platform across Haileybury, one of Australia's largest independent schools.
ANZ rolls out AI-powered CRM to reshape business banking
ANZ deploys AI-powered Salesforce CRM across business bank, promising faster service, streamlined workflows and time savings for frontline staff.
Calabrio unveils unified view for human & AI agents
Calabrio launches Omni Agent Intelligence, giving contact centres a single, cross-platform view of performance for human and AI agents.
Boroondara adopts Datacom Datascape for council revamp
Boroondara selects Datacom Datascape to overhaul property, rates and permits systems, aiming for streamlined services and future AI automation.
Journey Beyond builds cloud tech stack for safari resort
Journey Beyond deploys RingCentral-powered cloud stack and in-house AI chat to run South Australia's new Monarto Safari Resort in four months.
Volgren adopts AI-driven CRM to boost sales & forecasting
Volgren has adopted SugarCRM's AI-powered platform to enhance sales efficiency, forecasting accuracy, and customer service across its bus manufacturing operations.
Australian Motoring Services slashes response times with Boomi
Australian Motoring Services halved call and dispatch times by integrating 11 systems via Boomi, boosting efficiency and customer satisfaction nationwide.
Job Moves
iCatalyst appoints delivery executives for ERP growth
Wild Tech appoints Dirk Vorster to lead WA practice plan
Havas Market× names Rebecca Tos as Managing Partner
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Havas Media Group appoints Brendon Peters as eCommerce director of Havas Market
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