The Future of CRM Software

The next generation of Customer Relationship (CRM) software needs new strategies and supporting technologies to proactively respond to more empowered customers. Here’s what’s needed for the future of CRM software.

  • A New Purpose – CRM software must transition from an internally focused, sales driven, customer data management application to an externally focused, conversation driven, customer engagement application.
  • More Customer Engagement – since most customers are socially active online, CRM software should focus on these outlets and methods of conversations so they can act and engage appropriately.
  • Improved Customer Experiences – CRM software should help improve customer experience at every customer facing interaction.
  • More Customer Intelligence – Knowing what each customer ‘Likes’, forwards, retweets or comments on creates a highly specific customer social graph.

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