Top 5 Crucial CRM Trends To Pay Attention To In 2021
Contributed article by Michael Dehoyos
Any business that wants to remain
competitive understands the importance of consumer engagement. Regardless of
the exceptional quality of a company’s products or services, growth and
profitability are only possible with strong customer relationships. CRM
(Customer Relationship Management) solutions provides businesses with customer
insights in real-time. Approximately 91% of companies with more than 11
employees rely on CRM to assist in providing reliable, personal, and meaningful
experiences to their customers. To have a leading edge over their competitors,
businesses must pay attention to the latest and most innovative CRM trends. In
this article, you’ll find the five top CRM trends your company should watch in
Mobile CRM Solutions
As consumers continue to place a greater
emphasis on convenience and accessibility, it’s only natural for CRM to reflect
this. Many consumers now expect the ability to seamlessly switch between
various platforms and multiple devices. Although most customers still access
CRM from a desktop or laptop, mobile CRM use is growing steadily. The mobile
CRM market is expected to grow 11% to $15
There are numerous benefits to offering
mobile CRM access as a business. Mobile CRM can drastically improve a company’s
productivity. An estimated 50% of
teams demonstrated an increase productivity by using a mobile CRM. “Mobile CRM
enables businesses to respond to customers who prefer to use their phones and
tablet,” explains Howard Wheeler, a writer at 1Day2Write
and Write My X. “This greater flexibility
and accessibility of mobile CRM allows business to engage with a growing of
number of customers on the go.”
CRM And IoT Integration
IOT (Internet-of-Things) describes an
interconnected system of smart devices. These devices can range from a smart
watch to a smart home speaker. The number of IoT devices worldwide is expected
to increase to 64
billion in 2025. Since a growing number of consumers are purchasing these
smart devices, it is crucial for businesses to improve the customer experience
on these devices.
Many CRM systems are already integrating feeds
from smart devices. CRM and IOT integration empowers businesses with more
insight into customer patterns and preferences. Companies can then use these
insights to improve the customer experience and personalize campaigns more
Artificial intelligence seems everywhere
nowadays. Many industries are adapting AI to boost efficiency, and CRM is no
exception. A report predicts that with AI-driven CRM activities can boost
worldwide revenue by $1.1
trillion in 2021.
In addition to significantly boosting
profits, incorporating AI into CRM solutions can save your team from the more
tedious and time-consuming aspects of the customer experience. Countless
businesses are already taking advantage of CRM chatbots to provide customer
service 24/7 during the off-hours of human customer service representatives.
With AI and machine learning technology, these chatbots will soon be capable of
providing more than just pre-set answers.
Businesses can also leverage AI
capabilities to power CRM analytics. This enables CRM software to provide
extraordinary data that companies can use to understand their customers and
their spending patterns.
Augmented And Virtual Reality
As augmented and virtual reality technology
continue to make advancements, it holds untold potential for CRM. A report
found that about a quarter of the world’s population already use some form of
augmented reality, but this number will increase to 3.5 billion users by 2022.
“The potential uses of augmented reality
for CRM are endless,” muses Mark Johnson, a tech writer at Britstudent and Originwritings.
“It can enable customer service representatives to provide a more personalized
experience as well as allow businesses to train their employees more
Voice and Conversational User Interface
Voice technology is often hailed as
user-friendly, extremely convenient, and enriching to one’s quality of life. In
2019, the voice recognition market grew to almost 11
billion dollars, which is expected to increase by 17%
It only makes sense for CRM to adapt this
technology. This can be a highly effective tool to help those in sales
streamline their work by tracking customer data and communicating with other
team members faster. CRM solutions will undoubtedly be exploring ways to
embrace this voice technology in the near future.
There are always numerous emerging trends
in CRM at any given time. As a business, it’s important to monitor and
implement these trends to gain an advantage over your competitors.
Michael Dehoyos is a project manager at Thesis Writing Service
and Write My
Research Proposal. He assists companies meet their business objectives and
contributes to numerous sites and publications. You can find more of his
articles on customer engagement strategies at Custom Coursework.