CRM solutions are everywhere, and it’s not easy to find your way through this jungle. One way to shortlist them is to ask: does this solution follow the latest trends? Is it truly modern? This gives you an initial sense of the vendor’s ability to keep up with technological developments and evolving usage. So, what do these trends look like? Here are some key points to consider...
Among the new trends we can see in CRM solutions is the concept of CXM (Customer Experience Management). This is about moving from managing customer relationships to managing the entire customer experience.
The goal is to personalise the relationship as much as possible. The CRM delivers 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 enriches your CRM, enables very precise targeting and makes it possible to individualise the customer relationship as much as possible.
In the same vein, we can talk about Marketing Automation integrated with CRM solutions. For those who are less familiar with this concept, Marketing Automation automates a large number of business processes by setting up highly detailed workflows.
The aim is for the sales team to contact a lead only when it is truly “hot”. This is a major step towards greater efficiency and productivity!
Finally, to round off this list (which is of course not exhaustive), we should mention the new capabilities linked to artificial intelligence and machine learning. The most advanced CRMs in this area will allow you to automate many tasks.
Thanks to predictive analysis engines, your CRM may, for example, be able to give you a list of your best future customers or classify customers into different categories, without human intervention. Sounds ideal, doesn’t it?
To go further and discover all the latest trends in the customer relationship management software industry (and much more), contact us.
Download CRM guide
