New CRM platforms will
dramatically alter CRM trends for 2021.
As a result, companies increasingly prefer on-premise solutions to cloud
computing technologies.
We expect that mobile
usage will increase from both consumers and employees based on this trend -
enabling people to work
remotely without access to the
company's networks.
A great product or
service isn't enough today. Relationship building with customers is essential
to fostering loyalty and retention. Keeping up with the latest trends in CRM will give you a competitive
edge.
Key CRM trends have shaken up the industry as we enter the new decade. Keep up to date on what's new in the industry by following some of the Top 10 CRM Trends to Pay Attention in 2021.
1. Artificial intelligence plays a central role in CRM
CRM analyzes vast
amounts of data to personalize customer interactions. For example, CRM tools
can analyze data collected across
sales, marketing, and
customer support channels to measure business performance. With the aid of
AI-based CRM, you can identify consumer buying trends to increase conversions.
CRM will simplify repetitive tasks, thus increasing employee productivity. In the future, AI and Machine Learning (ML) will enhance CRM platforms. AI-based CRM chatbots are likely to give customers additional information soon. Artificial intelligence-powered CRM can therefore provide faster and more accurate solutions.
2. CRM will merge with IoT
Industry verticals are
rapidly embracing IoT as a game-changer. In this year, CRM integration and IoT
will play a significant role. As a result, CRM and IoT offer numerous benefits,
such as improved customer loyalty, enhanced retention, and personalized
marketing campaigns.
Experts predict that IoT will continue to make significant changes in how CRM works. According to research, there will be 39 billion IoT devices by 2025. Advanced CRM systems use the IoT trend by connecting to feeds from devices. Intelligent devices give businesses valuable insight into customer behavior and help them deliver more personalized marketing strategies and customer service.
1 3. A Conversational User Interface (CUI) and Voice Technology
In the advancement of
SaaS solutions, voice technology plays a fundamental role. An Adobe study found
that 94% of people believe that voice technology is easy to use, saves more
time, and improves their quality of life. It is easier for sales staff to
monitor customer data using voice assistants. Those with leading CRM solutions
have embraced voice technology; others will follow.
1 4. Online customers use their voices
Through social media
channels, you can access our views and feedback. However, this is the most
effective form of one-to-one marketing yet, not a threat. Following a
successful social transaction, this draws in new customers.
It's no wonder that
social media is such a critical driver of ROI. Three out of four marketers
invest in social media marketing on a global scale.
CRM systems have always
been challenging to use, but a focus on user ease will make them a popular
choice in the future. CRM will always put the user
experience first. As CRM systems become more user-friendly, access to and
evaluation of information will become easier. Also, we may see improved CRM
features to facilitate direct contact between sales and customer service
agents. With CRM, consumers will receive accurate information that helps them
make strategic decisions.
1 5.Reliance on Data
The fragmented work and pandemic have led to a need
for unified data, Dozer says. According to him:
Companies will become more dependent on
CRM and business systems to provide a centralized source of information. You become that much
more concerned when you cannot get up and go ask to purchase if they have
copies of POs on their desks.
According to Salesforce
data, marketing professionals will use 12 data sources by 2021. The number of
data management tools used in 2020 is also double the number (six) used in
2018. Additionally, 80% of marketers have reported using data-driven
engagement.
1 6. Usability
Dozer says the emphasis
will shift to making things simple and easy to use in the coming years.
According to him:
In recent years, CRM systems have evolved so much
that they sometimes have even mimicked ERP systems in some areas. It is on the
surface, but for the salesperson or customer service agent on the road trying
to find information quickly, the systems may seem complicated.
As the CRM industry
changes, it has less to do with the applications than how effectively it uses
them. As a result, more features will revolve around UI/UX and easier use.
Furthermore, it will lead to tighter integrations with ERP and CPQ.
CRMs that cater to
end-users include AI solutions.
1 7. All-in-one software
Here, we're talking
about a solution that will integrate everything: customer service tools, email
software, analytics, customer data platforms, and marketing automation. Once a
person signs into the CRM system, there is no need to leave.
There's no juggling act
that sales teams currently have to perform.
A big part of achieving
this will be through the internet of things (IoT).
In addition to sending
out maintenance updates, IoT-connected devices can feed more information into a
CRM system. Customers' IoT devices can provide a company with data about
product errors or issues. The business can therefore offer better customer
experiences that, in turn, increase satisfaction levels.
It also provides better
opportunities for marketing campaigns that can target
customers more efficiently.
1 8.Virtual and augmented reality
You will realize just
how far technology has come if you've ever used a virtual reality (VR) headset.
Shortly, virtual reality will be much more than just an infancy phase.
AR (augmented reality)
tech does the same, augmenting our existing world and enhancing it.
It enables marketers to
reach customers unlike ever before, as they become increasingly aware of its
potential. VR and AR marketing experiments are on the rise, so is their potential
presence in your CRM strategy.
As the buying experience
improves, CRM platforms will benefit from better tools for reaching and
interacting with customers.
Furthermore, augmented
reality can provide employees with real-time information about CRM sales. If
necessary, trainees can even receive remote assistance from experts. AR
technology can improve collaboration within a company, and this is one of the
top outcomes.
VR and AR both show immense potential, as well as where the customers go.
9. Mobile CRM will pave the way
Smartphones have revolutionized business management. As the digital world continues to evolve, so does CRM technology. In the age of 'work from home, all stakeholders need access to CRM resources. CRM tools that are easy to use online and offline are essential. CRM features designed for mobile devices should meet the end-users growing connectivity needs.
10. A rise in social CRM is expected\
Social CRM refers to CRM platforms that integrate social media
networks. CRM and social media can help businesses gain more insights from
social media and grow their brand awareness.
By promptly responding
to comments posted on social media, companies can create stronger relationships
with current and prospective customers.
Companies will be able
to receive quicker and more accurate responses by using CRM. By implementing
social CRM, companies can generate more leads, gain more customers, and retain
them.
Summary
The CRM market is
booming, and it continues to grow. Picking the right CRM software this year
will be easier if you follow this year's CRM trends and future of CRM in India . Customers expect the best experience, regardless of whether
they use superior mobility, AI, IoT, or VR/AR. By understanding these trends,
you can adapt your strategy to stay relevant.