Understanding the needs of your customer is one of the first rules of business. So it's no surprise that even in these tough times nearly half of enterprises and a fifth of SMEs planned to upgrade their customer relationship management (CRM) applications this year, according to Forrester Research.

But because CRM deals with sensitive customer data, upgrading a system is not without its challenges. silicon.com spoke to two organisations - brewer Heineken and window blind maker Hillarys Blinds - at the recent SAP UK & Ireland user group conference to find out more about their projects aimed at getting more from their business data.

To read the full Silicon.com article click here.