Due to the rise of virtual assistants, social CRM, omnichannel technologies and AI-powered automated workflows in 2018, Customer Relationship Management (CRM) witnessed a really good year. As more AI-powered assistants will be dominating the landscape, there will be many new advances in CRM technology.

CRM Trends

1. AI-powered voice assistants

Einstein Voice Assistant by Salesforce and Cortona by Microsoft are some of the voice assistants that have been put in place that enables users to access data through mobile or desktop applications with the use of voice commands. Companies like Zoho have also created their own voice assistant called Zia which allows users to ask questions that are CRM-data specific.

2. Increase in mobile CRM

It is vital that CRM vendors develop full CRM capabilities which allow users to access CRM from their smartphones and tablets. This enables users to access and manage key data in real time, which allows them to close deals at a quicker pace and even make decisions on the go. According to a study conducted by Nucleus, Sales reps saw a 26.4% increase in productivity upon adding mobile access to their CRM application.

3. Seamlessly social

Time and time again, social media has proven to be a great lead generation tool. Now that CRM is taken to social media, businesses will be able to provide real-time feedback, deliver customer support programs and even effectively run brand advocacy programs. In 2019, the social CRM market is set to reach $10 billion! 

4. Personalized automation

Using chatbots, virtual customer support, social media management, data analysis, and predictions, CRM vendors will be able to use AI to provide optimized and personalized customer interactions by 2019. There are 4 core areas marketing automation and CRM can help in personalizing marketing campaigns; email personalization, nurture personalization, landing page personalization and form personalization. 

5. IoT integration

Since Internet of Things is considered the future of data acquisition, CRM giants like Dynamics365 and Salesforce have been investing in this technology and even integrating it into their various systems in order to maximize the customer experience. According to a study conducted by Cisco, there will be 50 billion devices that will be connected to the internet by 2020 and companies would likely use data mining so as to get insightful data about customer behavior. All this is done in order to enable market segmentation and to effectively target campaigns. 

6. Rise in Cloud

In 2008, only 12% CRMs operated via the cloud while 87% CRMs hosted on the cloud by 2018. As it is more affordable, accessible (from any device), easily deployable and upgradeable, cloud computing is expected to dominate in 2019. According to a study done by Zendesk, 91% of companies that have more than 11 employees now use CRM software. In order to increase workforce productivity, it is important to offer mobile CRM solutions.

CRM Benefits

These are some of the CRM trends for this year. If you haven’t already adopted the cloud CRM software for your business, then here are a few reasons you must:

  • Sales and marketing processes alignment
  • Access to real-time data
  • No hardware costs
  • Additional up-selling and cross-selling opportunities
  • Value-added loyalty, service, and retention
  • Higher sales productivity
  • Increased efficiency in the call center
  • Higher close rates
  • Improved profiling and targeting
  • Expense reduction
  • Increase in market share
  • Higher profitability
  • Marginal costing

CRM Outsourcing

We, at Valasys Media, recommend our custom CRM solutions. With the help of our experts and experienced consultants, we help build, maintain and strengthen customer relationships while guiding you through all the stages of CRM implementation. We advise and help in choosing the right strategy while simultaneously creating an attractive and effective custom CRM system.  So as to help achieve your targets quickly and efficiently, we deliver flexible Customer Relationship Management (CRM) solutions. Get in touch with us to know more.


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