Customer Relationship Management (CRM) experts are predicting significant changes for the CRM market. Let’s take a look at some of the top CRM trends for 2018 and beyond.
Social CRM. Where do potential customers go when they want to learn more about a product or service? Where do existing customers go when they want to share a product experience or communicate in real-time? The answer is social media and it’s hot right now. Many companies are recognizing the value of social media and are looking to integrate it into their CRM efforts. This means they are using social media channels to identify leads, and then integrating them into CRM for further action.
New methods of interacting with customers. It’s no longer just phone and email these days. Customers – especially younger ones – are growing increasingly dissatisfied with traditional forms of communication. Many companies are looking to alternative modes of interaction. Use of web chat, smartphone applications and social media are all expected to continue its rise.
Google integration. We’re seeing more and more demand for Google integration into CRM software. Many CRM developers are still behind on this CRM trend, but there’s no denying the prospect of bringing Gmail, Google AdWords and Google Apps into your CRM solution is very appealing.
CRM data clean-up projects. Outdated, incorrect and duplicative data remains a stubborn flaw in many CRM systems, ultimately leading to missed opportunities and more work for CRM users. Many companies will be implementing data clean-up projects this year, including the purchase of data-cleansing tools.
Mobile CRM. Companies are constantly looking for ways to give employees easier, more convenient ways to access information and speed up processes. One of these ways is by utilizing a Mobile CRM application. Primarily, this gives employees the flexibility to access and use their CRM software from mobile devices likes cell phones and tablets. This is significant, for example, for a salesperson working with clients on the road. Going from place to place, time to sit at a computer might be limited. Using the CRM mobile app, it can be as easy as sending a text to update a client’s information in the CRM. Also, the entered information will be live and seen in real time by other CRM users.
Cloud-Based Services. With companies of all sizes looking for CRM solutions, cloud-based CRM software has become much more prominent. No longer are corporations with call centers or large sales/marketing/customer service departments the only ones looking for a better way to manage consumer/customer relationships. In fact, many CRM providers will sell licenses to just one user. For these smaller companies, a cloud-based CRM system is the perfect solution because they can effectively use it without needing specialized IT staff or sophisticated hardware and it is less expensive.