As consumers demand more personalized engagement from brands, CRM technology will keep pace through real-time analytics and dashboards that connect sales, marketing and customer service as one team.

The new normal to greet omnichannel consumers: instead of ‘What can I do for you today’ to ‘Tell me what you know’

Integrating email with data driven content, i.e., push / pull marketing. Combining makes them more powerful than the sum of their parts. Tech exists, need to get the marriage right.

Customer Relationship Technology is going to become more personalized in order to retain customers. Customers are looking for less automated approaches when it comes to engagement.

Asynchronous messaging, synonymous with in-app or text support, is the touchpoint of the future. Texting is the most frequently used app, so it reaches customers where they already are.

Organizations need to provide a more personalized experience. CRMs with predictive analytics capabilities that can decrypt customer data and automatically provide the best next option will be in high demand.

We predict greater depth to customer relationships, with technology providers thinking beyond just the primary customer relationship and leveraging relationships with all stakeholders in the customer’s world.

Companies that provide asset-based services will use IoT to personalise their relationship with customers based on usage and for identifying potential faults. Customers will experience a more proactive service.

I predict a seamless integration of bots with customer service/sales staff in multichannel contact apps. All customer conversations will start with bots and move to human reps only when needed.

Most smaller players will be absorbed into ‘marketing cloud’ offerings from companies like Adobe and Salesforce, narrowing the industry to a few big players and a smattering of single-service platforms.

What’s better, royalty or friends? Forget “customer is king” – machine learning will improve sentiment and predictability to form closer bonds. It’s friend-zone time (in a good way).

The ability to deliver personalized customer relationships will be achieved by centrally managing the entire set of interactions a customer has over the course of their lifespan with a brand.

Customer Relationship Tech is moving to mobile and wearable hardware. The skilled workforce is not immune, learn how to operate your relationships on the fly.

The primary change in Customer Relationship Technology will be via innovations in messaging services. Shopping products and services will be possible directly via messaging apps like WeChat.

We believe that CRMs will become more intelligent at gathering information about the client, monitoring the progress of sales and suggest actions to win a sale.

Technology will warp the customer relationship industry by focusing on prevention. Preventing customer complaints and queries by addressing their issues through easy access to answers & help.

The IoT will bring together a great level of connectivity between devices, company and the customer in a persistent, real-time way. This will allow for meaningful data collection for better customer service.

With majority of the online time being spent on social messaging & chat platforms, going forward a lot of the customer interactions and relationship management will get done there.

We will see more on-demand customer service models implemented by established corporations. This will also require tapping the crowd in order to provide personalized and quick support.

I predict we will see a convergence of customer support mediums. Customers will expect to seamlessly jump between social, on-site chat, voice & video to quickly have their questions answered.

Email is still a huge part of customer relationship management. We expect to see more applications integrating with services like to make email a first-class component of their offering.


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  1. What is CRM? Wikipedia defines CRM as a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer life-cycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth.
    CRM software is used to manage a business-customer relationship,business contacts, clients,contract wins and sales leads.
    Some CRM solutions also allow companies to better manage their channel relationships with functions such a secure partner portal and analytics.
    CRM solutions is now becoming a support to mobile devices—IOS, Android and Windows Phones.Users today require real-time access to the information they need, whether it’s the latest metrics, calendar information, customer details and more. Real-time data and access anytime, anywhere is also a critical component.

  2. Customer relationship management (CRM) is a vital and a necessary part of today’s competitive and fast growing business environment. Regardless of the fact that the customers or consumers belong to any level, external or internal, from business environment or outside the business, local or global, CRM plays an important role in any business’s success.

    Previously, it was believed that CRM was important only for the businesses in service industry such as banks and insurance companies. Due to development and modernization, growing competition and advanced technology the importance of CRM has increased enormously for many businesses. Consequently, many businesses from different sectors such as manufacturing and retail industry realized the importance of CRM in acquiring and keeping new customers and retaining the existing ones in the development of their businesses.

    Onut et al (2002) states that to identify the most profitable customers so that to put much effort and time on retaining those customers through specified marketing and customer service it is important that all the departments including IT, Marketing and sales departments must work in close cooperation.

  3. Customer Relationship Management is an essential component behind the survival of any brand or a service oriented company.A brand can retain its popularity only if it has faithful customers who believe in the quality of the product released by the brand.In order to achieve that faith from the consumers and also retain that CRM plays a key role in it.There is always a room for improvement in everything,making a product or a service better than what it usually is,is required for the demand of the product to be maintained in the market.To make these improvements possible there needs to be a well built network of communication and also an innovative method of feedback which makes the product’s features highlighted and its improvements as well.To establish a communication its required to know what mode of communication the customer feels comfortable to deal with,be it texting,email or a phone call.Because it shouldn’t disturb the customers impression towards the brand by flooding their inbox with text messages regarding it.Interactive consumer relations must be used such that the product which is being looked up by the customer should be the best according to the provided specifications and also the hierarchy of the products should be arranged that way such that it makes the ease of deciding where to be chosen from.If any customer is looking out for any product and has found an appropriate retailer which can provide that,then a communication should be established immediately asking for the requirement of the customer,there they may suggest their requirements and the search for their requirements can be customized according to their needs,this will require the application of A.I and M.L. Consumer reviews should be made primary in deciding the ranking of any product or service. Interactivity between the customer and retailer should be made very clean and clear,innovative methods of search should be employed like voice search,keyword determined search etc. Discovering the consumers intent and thought process using A.I is very helpful in communicating with the customer at their level,this is possible through knowing what has been the search made by the customers before and the products which are similar to that.The new developments taking place in machine learning is enabling us to create new algorithms which makes the customers requirements as the main priority by knowing their ideology,but that should have its own limits as it might be a hack into their privacy.But yes,surveys can be made among those customers who are regular and their requirements can be met by this approach,which might further help in establishing relations with similar minded customers.

  4. To understand CRM we must know how people behave and react to the services being offered. More importantly, when developing a strategy we should think how we or the people around us would react. We have been seeing discounts and cashbacks. However things can change as people seem to be more excited and happy when being offered services or things they do in their life. ML, IoT and AI will help in understanding user behaviour and what activities they are involved in their day to day life. This would lead to focus being shifted from discounts and cashbacks to services from other companies and thus leading to many tie-ups to provide customized offers.

  5. CRM 2016 introduces a new survey tool enabling questionnaires and other feedback forms to be distributed from Dynamics to collect customer opinions, ratings and views.

    Through connected workflows automated actions can be triggered when surveys are completed. This can include scheduling an activity or sending automated messages such as an auto-responders, or alerting an account manager. Each survey response is linked back to the individual contact record in CRM and these responses can be aggregated to analyse the survey results.

    The survey designer will include radio buttons, tick boxes, star ratings and smiley face satisfaction options to cater for virtually any survey type. Landing pages are responsive so CRM surveys can be completed on desktop, tablet and mobile.

  6. CRM can really play a vital role for companies. A company can replace their boring automated replies on email to an interactive conversation via texts, messaging apps etc. with the help of NLP. IoTs can also be made smart enough to detect their faults and converse along with appropriate actions to be taken to customer which would lead CRM to the next level.

  7. CRM has evolved from sales oriented tool and integrated to marketing and sales platform,Currently and from last few years many trends are observed in CRM Tech, Based on above statements trends which are shining are

    Integration with social media and availability of its functionality
    Social integration help business to connect with customer improve relationships by taking feeds from social media websites into CRM process.Due to social media customer assistance is simplified ,CRM build community on social media platform for helps and now user are tweeting about their problems, posting and finding the appropriate solutions within online forums or discussing problems on Facebook with their contact .

    Big data analytical and machine learning tools
    predictive modeling, based on customer profiling on past purchase, behavior and psycho-graphic/demographic data, as well as determining cross-sell opportunities.

    Mobile offering services and SaaS model
    Now more CRM tools are more focused on mobile offering and on demand support to user to take business decisions in real time while simultaneously creating analytics in real time.

  8. After going through all these statement from people i have a very fascinating idea.
    What is the big difference between buying a stuff from online vs offline(going to a shop)??
    In a shop there are sales men/women who deals with customers, answer to their basic questions regarding the products and influence them to buy it. But in online shopping we don’t have such facilities. Technology have reached that point where each customer can have their personal assistant(a bot) who can recommend a product based on the past search/purchase history. With the help of NLP can answer to the grievance of the customers. certainly Machine Learning and Artificial intelligence can play a big role in CRM sector.

  9. Some advantages of CRM 2016:

    1. Contextual documents :

    CRM is working hard on improvement of the out-of-the-box integration for their other in-house products. However, there is still no info about fixing the problem with SharePoint integration.

    2. Next generation of CRM app for Outlook
    This will improve the tracking of emails, adding contacts from within an email and improved mobile functionality.

    3. Mobile Offline Support
    CRM on mobile even without immediate internet connection, for instance in the roaming or in places with no internet connection.

    4.Enhanced Excel experience
    Another integration improvement – this feature should help executives and particularly sales people to do things like calculate commissions or manage a sales forecast inside the CRM. All of that without the need to export or switch to Excel.

    5.Personalized sales documents
    Documents based on CRM data can now be built inside Dynamics. People don´t need to manually extract CRM data for documents like account summaries, quotes, orders or invoices in Word.

    6.Cortana integration
    This is quite a big topic for CRM, but we´re really wondering if this feature will be much appreciated. CRM wants to integrate sales activities, accounts and opportunities into Cortana to display what´s most relevant to salespeople at any time. Only time will show the real benefits of this cute feminine.

    7. Guided user experience
    The new CRM includes an n-product and context-based learning layer. This should speed up the learning process that comes with every new release so that clients can get back to their normal day-work much faster after the update.

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