CRM technology has grown immensely over the past years and is expected to grow even further in the future. According to Forbes, “The cloud computing market is growing at a compound annual growth rate (CAGR) of 22.8% from 2014 to 2018 and will reach $127.5B by 2018”.
Many businesses are now accustomed with using CRM software systems in their operations, but it is important to keep up with the latest trends if you want to reap all the benefits. That is why we will focus on the trends in 2018 that are worth mentioning, and for any additional info that you might need, you can find it in on this page.
CRM and Artificial Intelligence
Artificial Intelligence (AI) is expected to be one of the most eminent CRM advances in 2018, as it is already a well-known fact that it can make every business “smarter”. AI will upgrade our CRM software systems and we will be able to acquire knowledge from our past interactions using data.
Moreover, it will help us predict our future needs and answer our questions, and take care of time consuming or forgotten tasks, so that you and your employees can focus on something more important. By achieving this, as well as by creating automatic actions and reconfiguring interfaces, any manual work will be reduced to a minimum.
With CRM software that is powered by AI, you will be able to access some unseen patterns in your operational activity, so that you can make smarter moves that will deliver considerable benefits. For instance, AI-CRM will be able to gather info about your existing customer or a lead, analyze all the data and predict trends, and thus help you make decisions that can help reduce any inconveniences.
CRM and social media
For businesses that use social media platforms to get closer to their clients, social CRM is the next step in customer relationship management. Using chatbots on social media websites can make your customers more engaged in what you have to offer.
Social CRM will not only provide you with a possibility to interact with them, but you will also have access to information related to customer opinions and behaviors. This will help you solve any issues very quickly and it can be done anywhere, anytime.
If done right, social CRM will enhance your social media connections and allow you to respond to your customers’ needs in a better way, as well as to track, monitor and manage your conversations.
Improved external tools integration
Another great trend that will allow your business to enhance the usage of CRM software systems through better integration with external services and tools. It will enable CRM experts to find a way to integrate new technologies and services across marketing, sales and customer support.
According to Bryan Clayton, CEO of GreenPal, “most major CRMs have integration today but they have a long way to go to allow for intelligent synchronization across platforms. Mobile and web-based solutions need to be integrated with a CRM for enhanced productivity”.
For instance, external tools which are in the form of apps can be used to improve user productivity, as well as to help them to perform their work seamlessly and easily.
In conclusion, these are only some of the 2018 trends in the CRM industry. With these trends, CRM systems will be able to use great amounts of data, allowing companies to have a better insight into their customers’ needs and to interact with them better. This all leads to making smarter decisions and predictions, so it is important to always be informed about the latest technological trends and make use of them.