Top trends shaping the future of CRM and customer experience

The idea of customer relationship management (CRM) has been around since the 1970s. But back then, customer satisfaction was determined, either by annual surveys or straight up front-line asking. In more recent times, however, CRM became mostly about data management. It later evolved to include elements such as workflow automation and help sales representatives in the front line.

Mobile-Ready CRM

CRM Personalization

Modern CRM can now analyze customer behavior and identify the right persona. It means that the system can automatically display personalized content that’s relevant to the individual and its pain points. In the not so distant future, customer relationship management systems will be able to identify prospects at different levels of the sales funnel and use personalized content to help them move down.

AI-Powered CRM for Communication

Contrary to popular belief, by 2021, AI-powered CRM will boost revenue by a whopping $1.1 trillion and result in over 800,000 new jobs, as well as an additional 2 million indirect jobs.

Together with machine learning, predictive analytics, and leveraging various technologies such as chatbots, apps, and other such conversational tools, customer relationship management software can predict and execute the next logical step. It is done without any human intervention and without the customer ever knowing that it was a machine doing all the work.

These trends presented here are by no means exhaustive, but they do, however, show that the future of CRM will not only affect the software, itself, by the entire business environment as we know it. We can even go as far to say that the system will soon become the market core, centered on customer engagement.

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