6 trends for successful customer relationships in 2021

With 2020 coming to an end, the digital transformation continues to accelerate and innovate. An article on newhope.com states that IT decision-makers across all industries have taken the current global crisis as an opportunity to increase their IT investment spending. This would in turn enhance the customer experience and strengthen relationships in the long term. The customer relationship management (CRM) vendor BSI’s forecasted six CRM trends for the new year that managers should look into with their own systems.

  1. The crisis will continue to drive digitization.
  2. The smartphone is becoming the most important customer contact platform
  3. Sharing is caring: Collaborations facilitate true customer loyalty
  4. Zero-party data makes the customer’s needs a reality
  5. The acceptance of complicated tools is decreasing
  6. CRM systems require continuous innovation and connectivity



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