Any business owner wants to win more buyers and keep them as long as possible. To turn individual sales into long-term relations, companies use sophisticated CRM systems. It’s a great tool to manage various communication and marketing efforts. To make a system work for a company, there should be the features and functionalities required to reach the company’s objectives.
Each year a set of features that should be included in a CRM system to make it effective changes. That is caused by the rapidly changing situation in the market. To meet specific customer needs, CRM applications are focused on organizing, automating, and integrating everything, from sales to marketing. Software vendors are constantly developing innovative functionalities to simplify and optimize the work of customer services or sales departments.
Let’s find out what CRM trends are popular this year.
Trend 1 – Make Your Apps Responsive
People are on the go all day. They spend too much time on mobile phones that’s why a lot of producers tend to develop more mobile apps rather than desktop ones. According to Statista, it is expected that the number of mobile phone users will increase up to 4.78 billion by 2020. It is also known, that most subscribers and customers open emails through their mobiles.
Mobile responsiveness is one of the hot trends for CRM development. Today, any company’s website should automatically change to fit the device a user is reading it on. Responsive design is aimed to develop four types of screens such as follows: desktop, laptop, tablet, mobile.
Usually, responsive newsletters and personalized emails have a better click-through rate (CTR). Therefore, if your email campaigns aren’t responsive, consider this trend seriously. Developing a responsive website won’t, however, lead your company to instant results. You must provide your users with simple design and useful content in the emails you send. If a customer opens an email and sees there nothing expect the page which is cluttered with words, he will likely close it.
Trend 2 – Integrate Your App with AI
AI-based technologies integrated with CRM platforms are able to ease all the hard work. The use of artificial intelligence in CRM processes helps manage data and optimize sales strategies with the help of automated data entry and analysis. Besides, AI integration is able to improve customer satisfaction.
AI-based CRM work better for busy people that’s why lots of large corporations choose such platforms for managing the relationship with their customers. Here are some of the most valuable features of AI CRMs:
- Gathering and processing Big Data
- Understanding human voice
- Identifying patterns and forecasting behavior
- Assessing risks and problem-solving
All these features allow for effective management of data from digital sources and social networks and its interpretation in the form of valuable reports. The received and interpreted information about customer preferences facilitates better app development. Companies can modernize their applications by developing more intuitive and interactive designs, for instance.
Trend 3 – Know More About Your Clients Via Social Channels
Communication with clients via the networks like Facebook, Twitter, and others fosters the integration of different social channels into CRM platforms.
Companies need social CRM because they can effectively interact with their clients through the channels they prefer. It increases opportunities to get more loyal customers and sell more goods or services since the interaction between producers and their clients is reaching a new level. With the help of social CRM platforms, organizations can obtain richer insights about customer preferences. Custom CRM systems are also able to analyze data received from such interactions between a customer and a sales rep in the form of valuable reports which can help companies make data-driven decisions about their future marketing or sales campaigns. Adding Social CRM as a new marketing strategy would definitely help increase your ROI.
Trend 4 – Move Your Data to the Cloud
Apart from large organizations, cloud CRMs are now used by small and mid-size enterprises. That is the reason for this trend continues to grow. With cloud technologies, businessmen are able to store and process large scopes of data about their customers, sales, and marketing. Besides, what is most important about the cloud is that customer data can be accessed from anywhere and at any time. The data can be also easily transferred and deleted in the cloud software.
Here’s how it works. The access is being provided via special web-based tools. Company’s administrator defines an access hierarchy across the company. Workers log into the platform from any device or computer that has access to the Internet.
Trend 5 – Connect the Things to Get More Info
How can the IoT impact on the development of CRM platforms? How can it make businesses grow? First off, let’s understand what actually IoT is. The Internet of Things comprises inter-connected things which are able to easily gather, share, process, and analyze different types of data.
IoT technology has become applicable to many industries, from house construction to healthcare. Surely, it is widely used in customer relationship management. And here are some value it brings to the table:
- Buyers retention
- No complaints from buyers
- Real-time analytics
- Customized marketing campaigns
- Prices adjusted to demand
With IoT technology such as sensors and different wearables, sales reps and customer service assistants are able to monitor information about clients in the CRM database, to interact with connected devices and get valuable information about the products, and enhance the entire customer service.
2019 is characterized by the increase of investment into CRM systems as businesses understand how crucial it is to know more about their buyers. The above-mentioned trends allow for effective use of innovative technologies to boost sales, improve customer support, and enhance the level of customer satisfaction with the goods bought or services provided. We believe these trends will help CRM evolve further and change the way these software systems are being developed.