CRM and Customer Experience

Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) collaboratively shape a holistic customer experience. ERP integration with CRM can create a unified platform for managing business processes and customer interactions. This integration ensures a cohesive flow of information across departments, streamlining operations and enhancing customer service. CRM focuses on customer interactions, tracking engagement, and tailoring experiences, while ERP manages internal processes, inventory, and resource allocation. The synergy between ERP and CRM optimizes data-driven decision-making, resulting in a more responsive and customer-centric organization. By aligning these systems, businesses cultivate a comprehensive approach to customer experience, fostering customer loyalty and satisfaction through efficient processes and personalized interactions.

a-smiling-woman-wearing-a-headset-at-a-computer_Arum Approved System status
Business Process Management and Automation
TCN Secures Arum Approved Status for Operator Platform
TCN has achieved Arum Approved System status for its Operator contact center platform, validating compliance controls, automation strength and scalability in regulated credit and collections environments.
Customer uses credit card _ SAP Engagement Cloud
CRM and Customer Experience
SAP Rebrands Emarsys as SAP Engagement Cloud, Adds Enterprise Edition
SAP has renamed Emarsys to SAP Engagement Cloud, introducing an Enterprise Edition with expanded governance and AI capabilities. The move ties real-time ERP data directly to customer engagement.
Cloud Platform and Technology
Project Management Software Market to Pass $9 Billion by 2030
The global project management software market is projected to reach $9.1 billion by 2030, growing at a 14.34% CAGR, driven by rising demand for digital collaboration tools in hybrid work environments, with significant influence from major vendors.
Oracle Database
Analytics and AI
Oracle AI Database 26ai Brings Enterprise AI to On-Premises Deployments
Oracle's release of AI Database 26ai Enterprise Edition for on-premises Linux x86-64 platforms brings AI vector search, quantum-resistant encryption, and autonomous database features to facilitate data sovereignty and regulatory compliance.
Application Development and Integration
Sage CRM 2026 R1 Prioritizes Stability Over Features in Strategic Reset
Sage's CRM 2026 R1 release, set for late March, emphasizes a predictable release cadence that facilitates smoother integrations and prepares for future AI capabilities.
Analytics and AI
Acumatica Redefining ERP as System of Intelligence, Enabling Proactive Decision-Making
Acumatica is transitioning ERP platforms from traditional transactional automation to autonomous systems that support proactive decision-making, emphasizing the need for high-quality data governance and industry-specific functionality.
CRM and Customer Experience
Acumatica Signals Partner-Led ERP Growth Strategy as Mid-Market AI Adoption Accelerates
At Summit 2026, Acumatica executives highlighted the mid-market ERP shift towards customer-driven AI adoption and partner-led education, advocating for industry-specific AI features while addressing implementation challenges.
The front of a Tata Consultancy Services office place.
Analytics and AI
TCS Acquires Coastal to Expand Salesforce and AI Consulting Capabilities
Tata Consultancy Services has acquired Coastal for $700 million, enhancing its Salesforce and AI capabilities with Coastal’s 600 professionals, thereby positioning TCS to expand its global transformation services.
CRM and Customer Experience
Syspro Acquires Evocon to Strengthen Digital Shopfloor Capabilities, Operational Efficiency
Syspro has acquired Estonia-based Evocon to enhance its digital shop floor capabilities, providing manufacturers with improved real-time production monitoring and operational efficiency tools, enabling better decision-making and deeper integration.
Businessperson hold an image of an AI agent in hand.
Analytics and AI
Microsoft Pitches Agentic ERP, CRM as Operating System for AI-First Enterprises
Microsoft's shift to AI-first autonomous enterprises involves agents across Dynamics 365 that interpret data, collaborate, and enhance operations by automating tasks within finance, supply chain, and CRM, emphasizing the integration of systems and intelligence for adaptive, measurable outcomes.
Automation
5 Predictions: What Salesforce Leaders Expect from Enterprise AI Agents in 2026
At a Salesforce roundtable, executives predicted that by 2026, companies will face a clear divide based on their adoption of AI agents as operational infrastructure, leading to significant changes in voice communication, engineering delivery models, governance structures, and user experiences.
Analytics and AI
BlackLine Acquires WiseLayer in Bid to Enhance AI Capabilities
BlackLine's acquisition of WiseLayer marks a pivotal moment in finance as AI agents take on complex judgment-heavy tasks, transforming operating models and integration practices while significantly enhancing efficiency and accuracy in financial operations.
Application Development and Integration
Inside Salesforce’s Agentforce Roundtable: How Did Leaders Really Use AI Agents in 2025?
Executives are shifting their focus from the hype of AI to practical implementation, emphasizing the importance of data activation, hybrid reasoning models, and effective change management to ensure AI agents deliver value in real-world applications.
Analytics and AI
Inside the AI Shift Transforming Customer, Field Service and What it Means for ERP
The Salesforce 7th annual State of Service report reveals a rapid transformation in customer service driven by AI agents, predicting that by 2027 AI will resolve half of service cases, prompting organizations to enhance data integration and redefine service roles, ultimately positioning service as a blueprint for broader enterprise architecture change.
Analytics and AI
Agentforce Tour Keynote: Salesforce Positions Agentforce 360 as Operating System for Agentic Enterprise
Salesforce's Agentforce 360 is a comprehensive platform designed to revolutionize enterprise automation by integrating data, workflow, agent design, and multi-channel experiences, enabling AI agents to operate efficiently and reliably within existing systems and contexts.
headline - stock image of Mulesoft statistics
Application Development and Integration
MuleSoft and Salesforce Push Toward an AI Agent Future, Reframing Integration as Enterprise Automation
At the Agentforce Tour in NYC, Salesforce and MuleSoft emphasized a shift towards AI-driven automation, integrating APIs, RPA, and AI agents into a cohesive model for orchestrating intelligent workflows across systems.
Business Process Management and Automation
Rootstock Launches Managed Services Offering with Turnkey Administration
Rootstock Software has launched its Managed Services to provide manufacturers and distributors with turnkey ERP administration to streamline operations and align with evolving business needs.
Taming Landed Costs
Automation
Rootstock’s Praxis Acquisition Ushers New Phase of Salesforce-Native Enterprise
Rootstock's acquisition of Praxis Solutions, bringing its founder Ohad Idan as VP of product, enhances its ERP strategy by integrating on-ground manufacturing expertise, driving advancements in seamless workflows and unified operational platforms.
CRM and Customer Experience
Salesforce Lifts Guidance as Informatica Acquisition, AI Momentum Strengthen Growth Outlook
Salesforce reported better-than-expected financial results for Q3, driven by significant growth in AI-driven solutions like Agentforce and Data 360, entailing increased revenue guidance and demonstrating a strong shift towards AI-centric economics in its platform.
Unit4 and Pragmatic AI
Business Process Management and Automation
Rootstock Acquires Praxis, a Salesforce Consulting Firm
Rootstock Software's acquisition of Praxis Solutions aims to enhance its Salesforce-native ERP offering by integrating Praxis's consulting expertise, providing a unified solution that accelerates digital transformation and improves service delivery.
CRM and Customer Experience
ERP CRM Software
Our ERP CRM Software links SFDC Sales Cloud to Rootstock’s native ERP on the Salesforce Platform for inventory-heavy organizations, making connectivity with sales and supply chain operations seamless.
CRM and Customer Experience
Customer Success (Success4U)
From evaluation of your need and selection of services, to adoption and optimization, our team is on hand to help you uncover the true value and possibilities of the Unit4 portfolio. We work hand in hand with your organization to get you up and running quickly, realize value and enhance and expand capabilities that drive continuous efficiencies for your business.
CRM and Customer Experience
ERP Today Live! EY and Eversource Collaborate for CIS Implementation
EY and Eversource Energy have successfully implemented an agile customer information system that enables adaptability to market changes, fosters a leadership-driven agile culture, and emphasizes continuous improvement, allowing the utility company to enhance customer service while managing payments effectively.
Microsoft logo on a black front door | Cognizant and Microsoft expand partnership
CRM and Customer Experience
Microsoft to Deprecate Unified Service Desk (USD), Points Customers to Customer Service Workspace
Microsoft announced it will discontinue the Dynamics 365 Unified Service Desk on April 1, 2026, urging affected customers to transition to the more advanced Customer Service workspace, which offers improved features and enhanced experiences before the support ends on June 30, 2028.
Marc Benioff, CEO | Salesforce FY23
CRM and Customer Experience
SharkNinja Powers Up Global Customer Service with Salesforce Agentforce
Salesforce has partnered with SharkNinja to implement Agentforce and Commerce Cloud, aiming to enhance personalized customer service through autonomous AI agents while facilitating global growth and improving customer engagement across various markets.
Microsoft Q2 earnings migration SSE
CRM and Customer Experience
HCLTech and Microsoft Expand Strategic Partnership to Transform Contact Centers with Gen AI and Cloud
HCLTech is expanding its partnership with Microsoft to enhance customer service through generative AI and cloud-based contact center solutions, becoming the exclusive professional services partner for Nuance’s Enterprise Professional Services while integrating Microsoft Dynamics 365 Contact Center to drive operational efficiency and improved customer experiences.
image of people shopping in Tokyo, Japan | loyalty management solution
CRM and Customer Experience
SAP launches loyalty management solution to strengthen retailer-customer relationships
Announced at Retail’s Big Show, the flagship industry event hosted by the National Retail Federation, SAP announced a new loyalty management solution aimed at retailers and consumer packaged goods companies, which is due to be released H2 of 2025. This...
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