CRM solutions are everywhere, and it can be hard to find your way through this jungle. One way to sort them is to ask: does this solution align with the latest trends? Is it truly modern? That will give you an initial indication of the vendor’s ability to keep up with technological and usage developments. But what does that actually mean? Here are a few key elements to consider...
Among the new trends we’re seeing in CRM solutions is the concept of CXM (Customer Experience Management). It’s about moving from customer relationship management to customer experience management.
The goal is to personalize the relationship as much as possible. The CRM provides real-time information across different channels: data entered by users, of course, but also data automatically pulled from external applications and social networks.
This big data, which will enrich your CRM, will let you build highly accurate targeting and individualize the customer relationship as much as possible.
Along the same lines, we can talk about marketing automation combined with CRM solutions. For those who aren’t familiar with the concept, marketing automation streamlines and automates a large number of business processes by setting up highly detailed workflows.
The objective is for the sales team to connect with a lead only when it’s “hot.” This is a major step towards greater efficiency and productivity!
Finally, to round out this list (which is of course not exhaustive), we should mention the new capabilities related to artificial intelligence and machine learning. The most advanced CRMs in this area will allow you to automate many tasks.
Thanks to predictive analytics engines, your CRM can, for example, generate a list of your most promising future customers or sort customers into different categories, without any human intervention. Sounds dreamy, doesn’t it?
To go further and explore all the latest trends in the customer relationship management software industry (and much more), contact us.
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