CRM systems are an ever-evolving technology that has evolved from a digital phone book to intelligent tools for managing customer relationships.
Yet CRM systems have vast potential and are poised to make significant strides in the future.
Here are some of the topics I believe CRM systems should improve on to increase their value for businesses and come closer to reaching the full potential of customer relationship management:
𝐄𝐧𝐡𝐚𝐧𝐜𝐞𝐝 𝐔𝐬𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞:
CRM systems will enable hyper-personalized experiences by better understanding individual users' wishes. However, CRM systems can still be cumbersome and complicated to use. In the future, the level at which the CRM helps the user should be more personalised to increase the help of standard users and give more control to heavy/admin-type users.
𝐈𝐧𝐜𝐫𝐞𝐚𝐬𝐞𝐝 𝐟𝐮𝐧𝐜𝐭𝐢𝐨𝐧𝐚𝐥𝐢𝐭𝐲 𝐟𝐨𝐫 𝐝𝐚𝐭𝐚 𝐞𝐧𝐭𝐫𝐲 𝐚𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧:
Data entry is still a pain in the ass for most companies. Most users never put an effort into keeping their customer data up to date and later complain that the info is inaccurate. CRM systems really need to improve here. The integration with other sources of information should reach a new level. Integrations with video calls, messaging platforms, and email should evolve to make life easier for users.
𝐈𝐧𝐜𝐫𝐞𝐚𝐬𝐞𝐝 𝐢𝐧𝐭𝐞𝐥𝐥𝐢𝐠𝐞𝐧𝐜𝐞 𝐚𝐫𝐨𝐮𝐧𝐝 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐩𝐫𝐨𝐟𝐢𝐥𝐞𝐬 𝐚𝐧𝐝 𝐝𝐮𝐩𝐥𝐢𝐜𝐚𝐭𝐞𝐬:
Almost every CRM has data about one customer in different spots or has duplicates. Duplicates and scattered data impact the hygiene of the CRM and kill every form of automation and intelligent functionality. CRM systems could improve with more intelligent algorithms to recognise duplicates and merge customer data. It's time for that 360 customer view to stop being a fantasy.
𝐀𝐥 𝐚𝐧𝐝 𝐌𝐚𝐜𝐡𝐢𝐧𝐞 𝐋𝐞𝐚𝐫𝐧𝐢𝐧𝐠 𝐈𝐧𝐭𝐞𝐠𝐫𝐚𝐭𝐢𝐨𝐧:
CRM systems should harness Al to deliver predictive analytics, automate routine tasks, and personalise customer interactions. Al-driven insights will lead to more intelligent decision-making, enhanced customer engagement, and effective sales strategies.
#CRM #Martech #Marketingtechnology #digitalmarketing #Salestech