Customer Relationship Management (CRM)
is an essential component for marketing departments
in any business.
Here are the top
CRM trends for 2017:
Ove
rall C
RM usage
56%
74%
incr
eased from
56%
to 74% in 2016
CRM is becoming popular than before
The rise of mobile CRM
Cloud-based CRM Solution Picks-up Pace
CRM vendors are now improving UX through:
• Better Displays • Delivering intuitive dashboards and reports using Powerful Analytics
Mobile CRM is gaining popularity. It can increase workforce productivity by around 15%
Today’s workforce is highly mobile. Employees access software from multiple
devices and locations. This has spurred the rise of cloud-based CRM solutions.
Increased spending on CRM
Among the various technology investments proposed, CRM
software leads the pack. Gartner estimates the CRM market to be worth $37 billion in 2017.
of businesses might spend more on customer service software.4 7 %
of businesses has plans to increase their budget for email marketing6 0 %
Among mobile CRM users, 65% sales representatives are
meeting their sales target,
in comparison to just 22% achievers among non-mobile CRM users
About 87% of businesses use cloud-based CRM
87%
AI-Based bots to infest CRM
The Rise of Social CRM
CRM to rise above functional silos
CRM will offer more behavioral insights
CRM to acquire Knowledge Management
functionality
Vertically specialized CRM to take off big time
CRM will witness convergence of technologies
References
Data is growing at an exponential pace. To keep pace with it, we have Artificial Intelligence (AI) powered bots as a solution.
AI-powered CRM will drive automation in several customer interactions like:
Contextual marketing
Catering tomicro-segments of customers
Targeting customers in real-time with the right message, and the
right channel
Increased automation will render cold calls a thing of the past, through precision targeting
CRM suites have not fully exploited the social space for customer marketing.
The focus will be on Social influence and Sentiment analysis
Traditional CRM has three major customer facing components
CRM will facilitate outcome based selling, cross-selling and up-selling
Such compartmentalization is now blurred, as customers demand dynamic service beyond what
functional silos can offer.
SALES SERVICE MARKETING
2017is tipped to be the year of social CRM
http://www.superoffice.com/blog/crm-software-statistics/
http://www.cmswire.com/customer-experience/7-top-crm-trends-for-2017-a-look-ahead/
http://www.destinationcrm.com/Articles/Editorial/Magazine-Features/10-CRM-Trends-to-Watch-in-2017-115513.aspx
http://blog.capterra.com/5-crm-trends-to-watch-in-2017/
http://www.optimove.com/blog/7-top-crm-trends-for-2017
The key elements of AI are:
Machinelearning
Predictive algorithms
Cognitivecomputing
DeepLearning
Integration of CRM with Virtual Reality or Augmented Reality will revolutionize field jobs. For example, marketing executives, will be able to createproduct demos realistically.
Virtual Reality and Augmented Reality set to invade CRM
Allow more optimal allocation of the
marketing workforce
34% of companies are estimated to achieve 20% to
30% improvement in productivity through proactive
knowledge sharing
The norm will be to develop CRM’s specifically for process-driven industries like:
Such industry-specific CMS, will have every functionality to suit specific business models
Field Service Real Estate eCommerce Financial Services Gaming
In 2017, CRM solutions will overcome existing challenges of:
suyati.com
Forecasts sales accurately
Microsoft acquired Parature, Aptean acquired Knova and Oracle acquired RightNow,
Q-go, and InQuira
Customer analytics will offer deeper insights by
delving into the “why” of a behaviorPredictive
analysis will allow CRM to
CRM vendors are increasingly incorporating knowledge
management into their core offerings, to enhance
the functionality of their core CRM
Data integration
from various silos Implementation Deployment
Vendors with integration-ready partnership will gain ground.
