Apart from managing customer relationships and enhancing the customer experience, a CRM software helps businesses to utilize marketing analytics by optimizing the marketing programs and examining the future approach. Customer relationship management (CRM) reflects on various trends and innovations in different industries, which is undoubtedly considered to be a great thing. We all are thankful to the mobile and cloud technology for its constant evolution.
The business silos are getting replaced by a network of software in the cloud. Software pulls and pushes a shared repository of data across multiple systems. With the rise of mobile devices and social media, businesses are evaluating CRM initiatives more and the sales and marketing departments are trying to adapt to the ever-changing customer requirements.
Here, we present the top three biggest trends taking place in the CRM market today.
a) Workflow Automation via Artificial Intelligence (AI)
Artificial Intelligence has the potential to make businesses smarter by automating tasks for marketing, sales, and service representatives. Technology will minimize manual effort, take care of tedious work, making it easier to concentrate on the important ones or forecast needs, collect information on an existing customer, make critical decisions, and more. With AI-powered CRM systems, organizations can access the various system and operational activity patterns of the salespeople and discover ways to earn significant profits.
b) Improved Mobility
The word ‘mobility’ does not only imply using smartphones. It is an effortless procedure to access required information and data via a mobile device from any place at any time. The CRM solutions create a seamless and interconnected customer experience across several devices. The CRM users are looking forward to using portable digital devices and technology which enables voice inputs for these devices.
The natural language processing technologies will make their way into CRM and add functionalities such as recording minutes of meeting that can revolutionize the manner how the users interact with the CRM technology. Hence, the customers are no further bound to their desktop computers and are continuously accessing the data on the go.
c) Social CRM is on the Run
Moving your CRM to social media can be beneficial as customers can stay active there. You can get closer to your customers, interact with them, and try to connect with them no matter where they are. Building a good relationship with your customers can help increase revenue and online CRM can help you in cost-cutting. Different organizations recognize the benefits of building communities online such as LinkedIn, Facebook, and more as they can provide deep insight into the purchasing pattern and is a great marketing platform.
The Bottom Line
One of the biggest challenges that companies are facing today is how to integrate CRM into their current system. Organizations looking to harness good customer relationship must follow effective tactics or strategies that are suitable for the type of customers they have, and the type of customer they want to acquire. For this reason, organizations must listen and respond to their customers, adapt with the current technology to fulfill their needs.