Date post: | 29-Jan-2018 |
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CRMin
2018
Ways that a business is done is evolving at a
lightning pace. While a lot is been speculated in the
domain of IoT and Artificial Intelligence but CRM will
continue to evolve and play a significant and imperative
role in the domain of business.
The coming year promises new opportunities
as well as new competitive threats so you
need to be armored to face it in the best
possible way!
As competition rises, meeting these demands
needs a rock solid customer experience at each and every touch
point.
Thereby this constant customer
relationship management will give
an increased scope to artificial
intelligence, big data, automation
and of course analytics.
Businesses are evolving and so
are the CRM systems, they are
gradually morphing from just
being a mere record of
customer interaction to a
broader spectrum of customer
experience.
CRM will for sure embrace CX this coming
year. So let’s see a few innovations that are
expected to create a little stir in the CRM in the
upcoming year.
STRONGER & DEEPER INTELLIGENCE
CRM systems are constantly
evolving in this direction and
aid in bringing together more
contact data and making it
more meaningful, prompt and
actionable through improved
dashboarding.
The first iteration of this will result in a highly classified AI based system for drawing
valuable insights from customer needs and figure out the appropriate experience for
them.
2018 will witness a lot of more visual representation of data and more of automated analysis.
AUTOMATED WORKFLOW ESTABLISHMENT
In the coming year manual labor will be considered
as an obstacle and it will be avoided as much as
possible as it goes in the opposite direction of the
dynamic business.
Taking advantage of machine learning that
uses repeated usage patterns the CRM
systems coupled with AI will figure out
alternatives to reduce manual work and trigger
automatic actions based on a customer’s
usage patterns.
SOCIAL MEDIA DATA
LinkedIn is
emerging as the
most popular data
gathering system
which the
companies are
using for accurate
customer data.
AUTOMATIC DATA ENTRY
This year CRM will look forward to
replacing repetitive tasks like data
entry so that sales reps can focus
more on other vital aspects of
strategies and closing deals.
CRMs will try to prepopulate
data and fill in the required fields
from the available demographic
and firmographic information and
making the things more
convenient.
CRM seems to hold a little negative
reputation that requires a lot of manual data
entry from users thereby reducing adoption.
IoT INTEGRATION
IoT or Internet of Things are
taking the over the
businesses at a lightning
pace.
So we can be sure to
witness that CRMs will
soon begin to look
forward to seamlessly
integrate with the IoT
device and take inputs
from phones,
wearables, home
devices, etc to get a
crystal clear picture of
the customer.
Incorporating and utilizing IoT data
contextually in the process of sales
it will unlock unsaid potential and
opportunities going a long way
making contributions to superior
Customer Experience.
This year will definitely be an exciting year for the world of CRM.
There will be innovation & enhancements around automationand a lot of experiment to cater to
quality Customer Experience.
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