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.

ERP Today Awards
Analytics and AI
ERP Today Awards 2025: AI, Operational Execution, Real-World Impact Are Defining ERP Leadership
The ERP Today Awards 2025 make one thing clear: ERP leadership is no longer defined by deployment success, but by real-world impact. Across five award categories—spanning AI innovation, operational execution, customer experience, SMB transformation, and large enterprise projects—the 2025 winners set a new standard for what it means to lead with enterprise technology.
CRM and Customer Experience
ERP Today 2025 Awards: Customer Experience Moves to the Core of ERP Strategy
SugarAI won the Customer Experience Solution of the Year award for its successful transformation of Country Fare by leveraging sales data to enhance customer engagement and proactive relationship management, while Inetum was recognized as a runner-up for optimizing service delivery using AI.
A woman holds a cellphone in her hand_SAP Q1 2026 CX AI
Analytics and AI
SAP Embeds AI Across CX in Q1 2026 Release
SAP’s Q1 2026 Customer Experience release embeds AI directly into sales, service, and marketing workflows, signaling a shift from experimental tools to operational execution across its CX portfolio.
SAP CX enterprise growth strategy
CRM and Customer Experience
Q&A: SAP’s Balaji Balasubramanian on Turning Customer Experience into an Enterprise Growth Engine
SAP Customer Experience (SAP CX) is evolving from a front-office focus to an enterprise growth strategy that emphasizes connected data, efficient execution, and the integration of AI to create seamless customer experiences.
Application Development and Integration
Application-as-a-Service Pushing ERP Toward Composable Stacks
The Application as a Service model is increasingly adopted by businesses seeking flexibility over monolithic systems, prompting CIOs to adapt their purchasing, integration, and governance strategies for a diverse array of specialized applications across various sectors, while also addressing challenges related to vendor management and ensuring data consistency.
CRM and Customer Experience
‘The Biggest Opportunity is Moving From Reactive to Proactive Decision-Making:’ Jon Pollock
Acumatica’s 2026 R1 release introduces embedded AI into core workflows to enhance decision-making, enabling mid-market organizations to proactively manage supply chain challenges and improve operational efficiency.
SAP Engagement Index UK
CRM and Customer Experience
SAP Engagement Index UK Report Reveals CX Failures Rooted in Data and ERP Integration Gaps
SAP’s latest Engagement Index reveals a growing gap between how businesses perceive customer experience and what consumers actually encounter. Fragmented data, weak AI execution, and siloed systems are driving dissatisfaction and brand abandonment. The findings highlight a shift in CX ownership toward enterprise data and architecture.
ERP Strategy and Planning
OpenAI Expands Enterprise AI Push with Consulting Alliances and $50B Amazon Deal
OpenAI is aggressively partnering with major consulting firms and Amazon to promote its Frontier AI platform, positioning it as a direct competitor to traditional enterprise software vendors by enabling organizations to efficiently deploy and manage AI agents across various business applications.
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.
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.
Rootstock Launches Summer ’25 Release with AI Agent, New Data Grid, and Expanded Financials
Analytics and AI
i-Genie.ai Joins Microsoft’s Pegasus Program
i-Genie.ai's acceptance into the Microsoft for Startups Pegasus Program highlights its rapid growth and provides access to advanced AI tools and a global customer network.
CRM and Customer Experience
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.
Financial Management
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.
CRM and Customer Experience
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.
Manufacturing Systems and Automation
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.
Enterprise Architecture
How SAP Experience Centers Win Transformation
SAP's Experience Centers have transformed from showrooms to operational labs, exemplified by the fully functional S.Mart Store in Walldorf, illustrating the company's commitment to co-creating practical industry solutions with customers.
CRM and Customer Experience
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.
Financial Management
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.
CRM and Customer Experience
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.
Taming Landed Costs
Application Development and Integration
Cloud Nine Integrates ERP, CRM, e-Commerce with Codeless Platforms
Cloud Nine successfully integrated its technology stack using Codeless Platforms' BPA Platform to connect various systems, achieving operational efficiency and rapid ROI through data synchronization.
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.
Cloud Platform and Technology
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.
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