CRM Trends to Watch in 2018


It is already a well-known fact that CRM plays a pivotal role in the day-to-day operations of any business. However, the rise of digital technology combined with an increasingly fickle market both dictate that older approaches might not be as relevant.

There are a number of noteworthy trends to watch during the remainder of 2018 and some of these could represent true industry game changers. Let’s take a look at what the experts have to say.

Automated Workflows

Automation is key in regards to an efficient CRM platform. However, artificial intelligence is beginning to transform the ways in which this can be accomplished. Some already predict that 2018 will be the year when customers are dealing with “smart” widgets more than an organic representative. This is important for two reasons.

First, in-house resources can be freed up`in order to address other tasks. The second impact that AI-related CRM programs will have is that client queries can be categorised based off of keywords as well as content. Thus, they will be placed in contact with the correct representative if further help is required.

The Internet of Things

Most experts also agree that the Internet of Things (IoT) will begin to transform many traditional CRM solutions. No longer will touch points be limited to devices such as personal computers. Mobile phones, smart watches, GPS trackers and other wearable technology will become integrated into daily analytics.

Businesses will therefore be able to leverage a larger quantity of data; enabling them to better understand the needs of their customers.

The Prevalence of Self-Service Platforms

Self-service technology has come a long way in recent years. This concept could very well become the single catch phrase of 2018. This arises from the fact that customers have become extremely particular in regards to which websites they deal with.

More than half will abandon a purchase if they are unable to find the right help when it is required. So, businesses are switching to self-service platforms in order to expedite the engagement process. This approach will also provide a greater amount of client-centred feedback.

2018 should prove to be another red-letter year in regards to the impact that CRM will have upon online sales and client engagement. Businesses of all sizes should therefore keep an eye on the latest trends if they hope to take advantage of the possibilities at their disposal. The digital future looks very bright.

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