In the past CRM was used to track customer history records, but customer expectations are increasing day by day. They want responsible and seamless services across all channels. Customers are no longer associated with brands with a slow response. So today CRM Software provides an effective way to communicate with customers. This is why it is important to keep up with the CRM market trend so that it is the best option for your company.
Keeping in mind customer expectations and keeping them loyal with a brand, every company is upgrading its existing CRM with innovative tools and technologies, but the future of CRM is unpredictable as it is entirely based on customer expectation Depends which changes with changes in technology.
CRM usage is increasing, and in a highly competitive market, it is important to keep up to date with trends. Top CRM vendors, such as ArchizCRM, Salesforce, Oracle and SAP, are significantly improving CRM functionalities. Each has AI capabilities, and with the ability to improve conversion rates, boost sales, gather appropriate data, and improve customer satisfaction, standing out from the crowd is not a simple task.
With technology changes and improvements, 2019 will be an exciting year for CRM as we move from standard to more complex features and functions.
1. Conversational AI-powered CRM
Combining Artificial Intelligence with CRM will focus on interactive CRM systems in 2020 and beyond. There are many new developments in the CRM world such as text and facial recognition, but voice functionality will advance in 2020.
The use of voice is changing the way we live and work, and integrating it into CRM Software will only simplify tasks, allowing dictation instead of typing manually or using information quickly via voice commands. There is no doubt that AI is the future of CRM for 2020 and beyond and here are some statistics to prove it:
2. IoT in CRM for proactive, predictive and defined customer service:
IoT is the future of customer service in CRM. IoT is believed to be one of the main drivers of CRM because it will give CRM a major boost in terms of making CRM systems work better for organizations, increase sales, and improve customer service and satisfaction.An example of such integration is the ability to analyze information generated from connected devices, and to fix them remotely, if a problem is reported.
As everything is connecting to the network, different industries will be transformed and IoT in CRM is faster, more efficiently and even automating better customer service to solve problems before they occur. Will be able to handle this change.
In 2020, IoT will impact CRM in depth as large amounts of valuable data collected from customers and potential customers will dramatically improve and enhance the functioning of CRM.
3. Increased Mobile CRM Usage
Mobile CRM distributes full CRM capabilities to almost any device that can connect to the network. Enabling real-time access at any time and place, it is no surprise that this trend will continue to thrive in 2020. Mobile device usage is steadily increasing, it is only natural that the number of CRM users accessing their systems on smartphones and tablets will continue to grow as well.
Increased mobile CRM usage means increased efficiency, access to more accurate information, improving customer experience and eliminating the need to learn new software. it is reasonable to ensure that these systems are available on a wide variety of devices and Internet speeds.
4. Personalization for Hyper-Invincible CX(customer experience)
Many companies have years of data in their CRM systems that will enable them to provide customers with an unbeatable hyper-personal customer experience; A trend that will be evident in 2020. Hyper-personalization, also known as “extreme,” or “deep,” personalization is an experience that provides a service in which customers feel valued and appreciated because organizations understand them and know what they will Want and when they want it.
CRM and Digital Transformation in 2020
The digital presence is clearer than ever, and more in the future. With the increasing amount of information available, the decisions that companies make become even more important – ensuring that they are targeting the right customer at the right time and with the right offer – all of this customer-related data Is possible through digitization.
In 2020, a deeper understanding of customers and a stronger digital presence will lead to seamless multi-channel customer experience, stronger customer relationships Software, and increased profits. Digitally converting companies have customers who are six times more likely to get a new product or service from their favorite brand, four times more likely to refer to your brand, and twice to shop with their favorite brand. Is likely to do, even when the competitor has something better to offer at a lower price.