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
Zoho adds AI agent workflows to Campaigns platform
Marketers can now run email, SMS and WhatsApp from one workflow as Zoho also adds AI agent controls, while paid plans still start at $4 a month.
Annexa targets new AI opportunities at SuiteWorld 2026
Annexa says mid-market businesses can lift productivity without adding staff by automating routine ERP work and unlocking new sales chances.
monday.com launches Harmony voice AI for Australian sales
Australian sales teams face closer scrutiny over automated calls as monday.com rolls out a voice AI platform built for lead qualification and handovers.
Gen Z in Australia: Why Customer Data Quality Matters
Poor customer records are distorting Gen Z marketing in Australia, driving wasted messages, failed deliveries and weaker segmentation.
Australian privacy reforms to upend marketing activities
Most common marketing tasks could become costlier or less effective, as a privacy review says the reforms would hit 31 of 32 activities.
Carsales launches Nexgate software for dealer teams
Dealer groups could save time as the platform unites stock, pricing and buyer data, helping staff act faster on sales opportunities.
Analyst Insights
Research and market analysis connected to Customer Relationship Management
Certinia expands Veda AI for professional services
Australia IT spending set to hit AUD $192.2bn in 2027
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
Featured News
Annexa targets new AI opportunities at SuiteWorld 2026
Annexa says mid-market businesses can lift productivity without adding staff by automating routine ERP work and unlocking new sales chances.
Australian AI training gap becomes cost, productivity burden
Poor training is leaving Australian firms unable to turn AI licences into gains, with productivity slipping and shadow AI risks rising.
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
6 Steps to Get Property Data Ready for Real Estate Technology
Gen Z in Australia: Why Customer Data Quality Matters
AI in Retail is Only as Good as its Data Foundation
How to Choose the Right Email Verification API: A Buyer's Guide
Microsoft dramatically cut their distributors
6 Industries that need address verification
Australia's AI budgets are bleeding tokens - here's how to stop it
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
Interviews
Interviews and video coverage from the network
Recent Customer Relationship Management News
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Zoom pushes AI tools to drive work from talk to tasks
The push could help firms cut time spent on follow-up work as Zoom expands from meetings into AI tools for tasks, search and customer support.
Google adds interactive MCP apps to Gemini Enterprise
The upgrade gives enterprise users a live workspace for visual tasks, cutting back-and-forth in Gemini Enterprise while keeping edits synced.
Celigo launches MCP Management to govern AI access
IT and security teams can now track and approve AI actions one tool at a time, as Celigo targets growing governance gaps across enterprise software.
Chrono opens private beta for temporal CRM platform
Businesses can now request invitation-only access as Chrono tests whether its temporal CRM can unify marketing, sales and service work.
Harmony launches voice AI agent platform for sales teams
It aims to cut missed deals by automating complex sales calls, with early user Bright Car Finance reporting a 9% rise in closed business.
Villeroy & Boch deploys Talkdesk to streamline service
The rollout should cut waiting times and transfers by routing enquiries to the right agent faster across Villeroy & Boch's global service teams.
Gainsight shifts to value-based pricing as AI grows
Customers will pay according to revenue and accounts managed, as Gainsight drops seat-based charging for its customer success software next year.
Zoom unveils AI tools linking meetings to business work
Users will be able to search across Zoom and more than 40 apps, while AI agents turn meeting notes into tasks and updates.
Zoom adds unified customer context across CX tools
Businesses using Zoom's CX tools will be able to see a single customer history across channels, cutting repeat explanations and speeding resolutions.
Maxio launches AI agents for finance teams in billing
The tool is aimed at easing manual close, collections and reconciliation work while keeping finance staff in control of approvals.
JAVLN launches CRM for brokers lacking client tracking
Nearly half of Australian broking firms still lack a CRM, leaving client follow-up scattered across spreadsheets, inboxes and whiteboards.
Luware launches NimbusOne after Microsoft certification
Certified by Microsoft, the new client lets contact centre agents stay in Teams or work in CRM tools, reducing switching and support burdens.
FIS launches AI suite for CFO cash flow forecasting
Finance teams can now spot liquidity pressure earlier, as the new suite pulls together data from multiple systems and forecasts cash across time horizons.
Amperity launches Pér AI agent for marketing workflows
The tool aims to cut delays between analysis and campaign action, letting marketers approve AI-suggested steps inside existing systems.
CAS picks NEWWORK platform for AI-enabled operations
The pilot will link sales, production and logistics data, giving CAS real-time visibility across orders and deliveries as it tests an AI operating layer.
Mobilise launches telecom software for non-telco brands
The launch gives travel and fintech brands a faster route into mobile services, with software that avoids building telecom systems from scratch.
Axify integrates with OpenTable for restaurant bookings
The deal lets restaurants automate bookings and changes inside existing systems, helping staff handle more covers while service pressure stays high.
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.
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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