The Ultimate Guide to Customer Relationship Management
A curated Kiwi edition of IndustrialDay 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.
Kiwi Customer Relationship Management News
Regional stories with direct local relevance
New Zealand firms turn to AI for productivity gains
Pressure to lift output is pushing Kiwi businesses to embed AI in daily communications, with labour productivity up to 40% below peers.
Salesforce & Anthropic launch Claudeforce partnership
Sales teams will soon be able to query live Salesforce data inside Claude as the pair deepen an AI tie-up across CRM and Slack.
IKEA New Zealand launches rewards for Family members
The new scheme rewards shopping and app use, as IKEA New Zealand seeks to deepen loyalty in one of its fastest-growing markets.
Gallagher wins awards for Harriet Sommerville, AccessNow
The twin honours underline Gallagher Security's standing in New Zealand's security market, with its staff and software both recognised.
Gentrack scales its global leadership across strategy, product and tech
Its expansion across energy and water markets has been backed by two acquisitions and three senior hires to drive an AI-first push.
One New Zealand expands Rimini Street Oracle support
Support for core Oracle and billing systems is freeing One New Zealand to shift staff and budget towards AI work without major upgrades.
Analyst Insights
Research and market analysis connected to Customer Relationship Management
Certinia expands Veda AI for professional services
TP wins Frost & Sullivan Asia-Pacific customer service award
Litera adds AI search & growth tools for law firms
Lancom sees automation demand rise as firms cut friction
SnapLogic launches SnapCode for Claude Code integration
Featured News
Cvent says event success lies in genuine human interaction
Hybrid formats are helping organisers broaden reach without losing the in-room relationships that still drive trust, leads and donations.
Schrodinger's ERP both dead and alive, says Rimini Street
Businesses can avoid costly ERP rip-and-replace projects by layering AI and automation onto existing systems, Rimini Street says.
Expert Columns
Microsoft dramatically cut their distributors
6 Industries that need address verification
Why You Need Phone Validation in Your Customer Data Toolkit
Watchlist screening: Reducing false positives in Australia & New Zealand
Why Customer 360 initiatives fail to deliver ROI
FIFA World Cup: Can sports bodies win fans with data?
FIFA World Cup fever: How to build lasting fan loyalty with event tech
Beyond Prompt Engineering: Why Trust Engineering Is the Next AI Challenge
Proving personalisation works: Tooling, metrics, and the real role of AI
What separates the personalisation leaders in media and entertainment?
Interviews
Interviews and video coverage from the network
Recent Customer Relationship Management News
Thryv urges recognition of women leading tech in SMBs
AI is moving technology decisions into customer and operations roles, giving more women a route to leadership in small businesses.
Manufacturers back MCP-linked AI for productivity gains
Connected product data is now seen as the key to productivity gains, with manufacturers citing faster decisions, development and launches.
Amadeus study finds rise in GDS use & AI among agents
Most agents are now relying on GDS tools more often, while AI is becoming a regular part of selling work across regions.
Asia Pacific leads the world in wealth AI adoption
Firms in the region are moving beyond pilots, with 84% expecting AI to redefine roles and operations across their businesses.
Pipedrive rolls out Nova AI meeting tool worldwide
Sales teams will get AI meeting notes and CRM updates at no extra cost as Pipedrive expands Nova across Google Meet, Zoom and Teams.
Mastercard launches SME report as firms prioritise stability
New research shows 68% of SMEs now value stability over rapid expansion, prompting Mastercard to add business tools and cyber support.
Acceldata launches xFactory for governed private AI
Large enterprises can now build governed AI on fragmented data without moving it, as Acceldata targets regulated sectors with xFactory.
Thryv says AI is redefining women’s tech leadership
AI is pushing women in small businesses into technology leadership roles, as Thryv says customer and operations experience now counts more.
Tech Race Summit explores personalisation, AI and cybersecurity
AI and personalisation are reshaping Softswiss's product, engineering and security priorities as the group warns of higher cyber risk and tighter data demands.
B2B sales teams prefer clean data over AI assistants
Accurate prospect data remains the priority for most sales staff, with three-quarters choosing it over an AI assistant as CRM records stay patchy.
Ayla launches Dealer Hub for connected device networks
Manufacturers can now monitor dealer-installed devices across sites, aiming to cut service delays and spot faults before customers complain.
Australian consumers ditch AI chats over memory gaps
Nearly seven in 10 Australians walk away from AI service chats when bots fail to recall earlier exchanges, a Twilio survey finds.
SAP adds TabPFN-3.5 Plus to AI Core for business data
Customers could get faster forecasts and risk scores from messy business tables as SAP brings Prior Labs' model into AI Core.
Zocks links client data platform to Claude for advisers
Advisers can now draft reviews and tax summaries with client context drawn from Zocks' conversation data, while keeping access read-only.
Intapp launches DealCloud plug-in for ChatGPT for finance
Eligible financial firms can now tap their own DealCloud records in ChatGPT while keeping confidential data and access barriers intact.
Sembly 3.0 aims to automate business document creation
Business teams could cut weeks from report and presentation work as the platform turns internal data into client-ready documents.
Totogi Ontology goes live in seven telecoms deployments
Telecoms operators are using the software to cut outages, alarm noise and order failures after live trials expanded across five continents.
Qualtrics unveils AI platform for experience management
The new system aims to let organisations test decisions and automate responses in live customer interactions before its 2027 release.
Pythian unveils Gemini Enterprise AI model for staff
The consultancy says workflow redesign, not tool access, helped triple AI engagement and cut database incident resolution times by 80%.
Practifi launches Sentir AI CRM for wealth managers
Wealth advisers will get daily briefings and AI-led workflow support as Practifi splits its platform into two products, Sentir and Naya.
