Evolving times have led the CRM (customer relationship management) system to boost up from a mere tool to an all-in-all contact management software. To be a vital part of the game and to give your business an edge over the competition, being aware of some of the best CRM trends could favor you. As 2021 is knocking on your door, you must brace yourself up for the emerging trends. Here are enlisted top 10 customer relationship management trends to watch out for 2021.

1. Say Hello to Artificial Intelligence 
2. The Internet of Things takes no backseat 
3. Customer Journey via Immersive technologies 
4. Voice Technology to the Rescue 
5. Vertical Markets and Customizable CRM 
6. CX will still be the top priority 
7. Hail the Customer Self-Service 
8. Mobile CRM on the Hike 
9. Powerful Integrations and CRM 
10. Social CRM on the Go 

1. Say Hello to Artificial Intelligence 

For converting manual tasks into automation driven functions, AI coupled with CRM can contribute to the enhanced efficacy. Chatbots automated by AI can ascertain and forecast what additional details a customer might need. A recent report suggests that CRM acts linked with AL will push the global business revenue by up to $1.1 trillion by the end of the year 2021. And the CRM market would pounce to $72.9 in a coming couple of years.

2. The Internet of Things takes no backseat 

Advanced CRM systems will leverage from this, by linking connections to IoT feeds from their respective devices. A user mainly uses an IoT machine to transfer data about maintenance or product issues to the service provider. Now that IoT joins hands with CRM, a company can easily identify potential threats and performance defects raised from the customer satisfaction quotient. The future years are yet to see a hefty transition from wearable health monitors, to cybersecurity scanners which were a dream in the past.

3. Customer Journey via Immersive technologies 

Augmented Reality (AR) and Virtual Reality (VR) are the by-products of immersive technologies. They are paving the way for the customer journey by bringing out engrossing engagements. It is a given that amalgamating CRM with the goodness of AR and VR will offer brands with a distinctive edge. This includes advanced tools, which when used can augment the buyer experience and can create a difference in conversion success. Not only this, this combination can render real-time information which would benefit a user in deploying hands-on application of skills.

4. Voice Technology to the Rescue 

It becomes vehemently easier for sales folks to notify, update, and track their teams regarding customer data with the usage of voice technology. One of the succeeding facets to be explored by the CRM systems is voice engagement. And it is anticipated that this technology can engender bigger waves when teamed up with a CRM network.

5. Vertical Markets and Customizable CRM 

The evolution of CRM trends can never be complete without fostering the vertical markets. As the world of CRM is engulfing more changes, the platforms are expected to get more niche-oriented. Some of the highly regularized industries such as finance manufacturing and healthcare might soon be able to pick from an eclectic collection of CRM platforms. These will automatically be equipped with in-built functionaries to meet the future of industry standards.

6. CX will still be the top priority 

It goes without saying, customer experience will continue to mold the future of the CRM systems. Experts predict that the CRM systems of tomorrow will evolve to provide simplicity in use, access, and analysis. This in turn will trigger revamped and more personalized customer service, which will produce a better customer experience. It will now be possible to deliver information that responds to the needs of the customers and directs them into the marketing funnel.

7. Hail the Customer Self-Service 

One of the latest addition in the CRM market trends will be self-service and automation. Bots will take up more responsibility and cut down on the manual management tasks gradually. In fact, many platforms have started rendering chatbots that are programmed, to sum up details, ask questions, and provide rather personalized content for the users. Imbuing self-service will help customers get their answers, without much intervention from the company side, thereby saving time and energy. And thus a win-win situation.

8. Mobile CRM on the Hike 

Gone are the days when CRM was not able to leave the office confinement. Now, with the urging need to pace up digitally, mobile CRM is like a new talk of the town. In the COVID era, when almost all of us have gone ‘work from home’, the demand for portable devices has increased. This puts a laser-beam focus on the pertinence of mobile devices. With the inducement of mobile CRM, professionals can work beyond the 9 to 5 schedule and catch up with the meetings on the go too.

9. Powerful Integrations and CRM 

Advanced integrations teaming up with future CRM software will facilitate more information on the users and expand the overall platform functionality. Also, these integrations with data sources and various business systems make it possible to track external interactions with the users. This gives the company a notch up too, as they can get a unified perception of the customer’s journey with more effective data.

10. Social CRM on the Go 

Linking social CRM with the CRM systems can pull out many additional benefits. Mixing these together gives you a better perceptive of how people see their brand and what are they posting about them. When social CRM is deployed, it becomes really easy to wreathe deeper relationships with customers. In simpler words, you can now conveniently get a better picture of how your clients see you and get fast answers to their tastes.

That’s a Wrap 

Be getting ahead of the aforementioned CRM trends, you will know what to look for, while picking a CRM platform for your company. The level of automation is all set to rise and will accentuate beyond 2021. Organizations can achieve a higher edge by integrating within the CRM system and collaborating with varied tech resources. It will now be easier than ever to gain insights into what a user actually wants and expects from CRM platforms.

WRITTEN BYSwati Somineni

An implementation engineer with six years of experience is a seasoned professional specialising in implementing and integrating complex systems and technologies for businesses. Possessing a diverse skill set that combines technical expertise, and project management capabilities.

• 
• 
• 
• Copy link