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
Pipedrive launches Sydney data centre for Australian users
Pipedrive shifts Australian customer data onshore with Sydney data centre, cutting latency by up to 60% and easing residency demands.
First-party data is the new oil: Why Australian businesses can't afford to wait
Australian businesses face a shrinking third-party data landscape in 2026, with privacy reforms and browser changes making first-party data vital.
The growing gap between businesses that use tech well and those that don't
Businesses that integrate systems, act on data and move quickly are pulling ahead, while those relying on manual processes risk falling further behind.
iCatalyst appoints delivery executives for ERP growth
iCatalyst strengthens Australian delivery leadership with two senior hires as it targets larger ERP and digital transformation programmes.
Supply chain operators: Here's how to make AI and data work for you
Logistics firms are sitting on rich data, but disconnected systems are draining time and money; experts say start with one clear fix, not a grand AI overhaul.
Zoho & ManageEngine open Sydney office for ANZ push
Zoho and ManageEngine open Sydney hub to double ANZ team, court enterprise and government clients, and pitch AI as a growth lever.
Analyst Insights
Research and market analysis connected to Customer Relationship Management
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
Building an enterprise data integrity architecture for AI and compliance
G2's 2026 Best Software Awards reveal major market shifts
Expert Columns
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
Trust, transformation and the women leading modern client partnerships
Knowledge equity in the age of AI: Moving from gatekeeper to orchestrator
AI-era contact centres become strategic CX data hubs
How phone validation turns dead leads into real sales
Recent Customer Relationship Management News
Why AI is still delivering in parts of finance, not across it
Finance leaders are finding AI speeds up reporting and forecasts, but fragmented data, workflows and governance still block wider adoption.
AWEX strengthens governance as traceability push grows
Australian Wool Exchange tightens project controls as independent reviews back its sustainability and WoolClip traceability investments.
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.
Intuit QuickBooks launches AI agents to boost SME efficiency
Intuit QuickBooks has launched AI agents in Australia to automate key SME workflows, boosting efficiency and reducing time spent on bookkeeping and compliance.
Personalisation wins in the age of AI
Retailers worldwide are transforming loyalty programs with AI-driven personalisation, using real-time data to tailor customer experiences and boost engagement.
Speedpanel halves admin time with SugarCRM for project gains
Australian firm Speedpanel cut admin time by 50% and improved project management using SugarCRM's Sell platform, saving 30 hours monthly per project manager.
Super funds urged to boost digital engagement amid loyalty slump
A study urges Australian super funds to boost digital engagement and personalisation to tackle low member loyalty and shifting consumer expectations.
monday.com launches AI features for non-technical Aussie workers
monday.com unveils AI features monday magic, vibe, and sidekick, empowering non-technical Aussie workers to automate tasks and boost productivity easily.
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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