May 28, 2022

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There has been greater evolution in the way CRM helps businesses in recent years. From a mere for relationships management to an all-in-one contact management software, CRM has grown to be a vital part of the change to give businesses an edge over the competition. 

Therefore, as an entrepreneur, it is an advantage to learn about some of the CRM trends. But what is CRM? basically, it is a customer relationship management system that helps businesses to properly manage their relationships with customers. In this article, we look at the top ten customer relationship management trends that rock the market.

1.      AI Is Becoming A Key Part Of CRM Systems

Artificial Intelligence continues to disrupt businesses across industries. As a result, we continue to consume more AI daily for business and at home.

According to Gartner’s 2019 CIO Agenda survey, over 14{de3fc13d4eb210e6ea91a63b91641ad51ecf4a1f1306988bf846a537e7024eeb} of global CIOs have already deployed AI. It is now estimated that AI integration with CRM will boost global business revenue by about 1.1 trillion dollars by the close of 2021. Ai is, therefore, the future of CRM for business.

2.      Social CRM Keeps Rising

It is true and clear that more businesses need to integrate social channels into CRM for consolidated customer data and relationship management. 

By looking at CRM and social media together, businesses seem to gain a more powerful overview of what customers post about them on social media. As a result, managers can access first-hand information on their brand sentiments. 

Therefore, organizations integrating CRM with social media will be in a better position to respond to the comments more rapidly and effectively. As a result, they manage to build stronger relationships with prospects and incorporate feedback into their systems. 

3.      Voice And Conversational UI Will Start Integrating With CRM

Voice technology is key for the evolution of SaaS tools. It makes accessibility easier but also supports tech by making it easier and enjoyable to use.

According to Adobe’s research on voice technology, more than 94{de3fc13d4eb210e6ea91a63b91641ad51ecf4a1f1306988bf846a537e7024eeb} of users agree that voice technology is much easier to use. They also say that it helps save time and can help improve the quality of life. It is, therefore, an acceptable and more aggressive trend in CRM markets today. 

CRM will therefore continue the adoption of voice assistant technology to support processes and interfaces. 

4.      CRM Automation

As more customers get tech-savvy, businesses need to up their game and can offer services that meet the demands of such high-tech customers. This is why many organizations are struggling with CRM automation. 

In 2021, automation and CRM are going to be more synonymous. For instance, automated email and the use of chatbots to communicate will be on a steady rise. 

Automation helps businesses to enhance business efficiency by offering high-quality services to customers. Also, it helps to optimize costs making businesses more beneficial to investors. 

5.      CRM Is Interweaving With IoT Technologies

According to TechJury, there is going to be a continued rise in IoT devices worldwide. For instance, the use of cybersecurity scanners, smart home devices, wearable health monitors, etc., continues to grow. 

Besides, according to Fierce Electronics, 93{de3fc13d4eb210e6ea91a63b91641ad51ecf4a1f1306988bf846a537e7024eeb} of enterprises are believed to have adopted IoT technology in 2019. 

The technology helps businesses monitor and serve their clients in better and proactive ways that have been unimaginable for many years. The data that is generated from IoT devices are used to improve customer experience. 

6.      Consumers Expect Companies To Know More About Them

Today, business-to-customer relationships become more and more important, just like any other human relationship. Companies, therefore, need to remember their conversations with clients, understand their expectations, needs, and be able to adjust communications accordingly. 

Therefore, all the available customer data must be made available to the sales teams and managers of an organization. Some of these trends in customer relationship management are therefore driven by consumers. 

7.      CRM Growth Will Come From New Markets

In previous years, over 50{de3fc13d4eb210e6ea91a63b91641ad51ecf4a1f1306988bf846a537e7024eeb} of CRM buyers were from real estate, distribution, consulting, and insurance. However, this market is shifting in 2021, and the growth will be in healthcare, manufacturing, insurance, and finance. 

8.      Mobile CRM On The Rise

With the increasing need to work remotely, the desktop CRM is quickly going under. In the COVID era, for instance, more and more businesses demand CRM solutions that are compatible with mobile UIs. With this CRM trend, sales teams can work beyond office hours and will be able to access customer data even from deep in the field without having to get back to the office.