The 8 Latest Trends Of CRM

Customer relationship management (CRM) has become a vital part of a company’s competitive advantage. It is an opportunity to stay in the know about CRM trends for your business to manage relationships with their customers. An article on Modern Diplomacy written by Newsroom showcases the latest trends in CRM that give businesses the competitive edge.

  1. AI Is Becoming A Key Part Of CRM Systems. “Artificial Intelligence continues to disrupt businesses across industries. As a result, we continue to consume more AI daily for business and at home.”
  2. Social CRM Keeps Rising. “By looking at CRM and social media together, businesses seem to gain a more powerful overview of what customers post about them on social media. As a result, managers can access first-hand information on their brand sentiments.”
  3. Voice And Conversational UI Will Start Integrating With CRM. “Voice technology is key for the evolution of SaaS tools. It makes accessibility easier but also supports tech by making it easier and enjoyable to use. CRM will continue the adoption of voice assistant technology to support processes and interfaces.”
  4. CRM Automation. “In 2021, automation and CRM are going to be more synonymous. Automated email and the use of chatbots to communicate will be on a steady rise. Automation helps businesses to enhance business efficiency by offering high-quality services to customers.”
  5. CRM Is Interweaving With IoT Technologies. “There is going to be a continued rise in IoT devices worldwide. The use of cybersecurity scanners, smart home devices and wearable health monitors continues to grow. The technology helps businesses monitor and serve their clients in better and proactive ways that have been unimaginable for many years. The data that is generated from IoT devices are used to improve customer experience.”
  6. Consumers Expect Companies To Know More About Them. “Today, business-to-customer relationships become more and more important, just like any other human relationship. Companies need to remember their conversations with clients, understand their expectations, needs, and be able to adjust communications accordingly.”
  7. CRM Growth Will Come From New Markets. “In previous years, over 50% of CRM buyers were from real estate, distribution, consulting, and insurance. However, this market is shifting in 2021, and the growth will be in healthcare, manufacturing, insurance, and finance.”
  8. Mobile CRM On The Rise. “In the COVID era more and more businesses demand CRM solutions that are compatible with mobile UIs. With this CRM trend, sales teams can work beyond office hours and will be able to access customer data even from deep in the field without having to get back to the office.”


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