The latest CRM trends

In its survey, “Predicts 2017: CRM Customer Service and Support“, Gartner claims that within the next few years, the use of analytics and artificial intelligence in customer support will become the foundation for success. In this context, there are three primary CRM trends that will become the focus of attention in 2017.

Mobile domination

Each year, mobile technology is becoming even more necessary for businesses, and this is evident from the available data. The transition to mobile platforms will continue, as businesses are focusing on ways to improve customer service and reduce expenses. Mobile technology will continue to dominate, as it enables businesses and sales representatives to transact with their customers, purchasing features and transactions through mobile devices. We live in a mobile world, and this is becoming increasingly clear.

CRM and commerce integration

Since the beginning of 2017, there will be efforts to integrate CRM and commerce. The lines previously separating CRM and commerce platforms will disappear. Businesses of all sizes are making strategic decisions based on how they’ll be able to improve profitability, customer satisfaction and effectiveness in the best possible way, and these goals will be largely achieved with the integration of commerce and CRM software.

Focusing on flexible and cloud solutions

This year will be characterized by the ever-increasing interest in flexible, cloud-based solutions as a means to finding more effective ways of reaching an even broader audience. Businesses will continue to take advantage of the capabilities and the benefits offered by cloud computing, so as to respond quicker to the changes mandated by their customers and their market. It is, therefore, inevitable, that business decisions relating to budget allocation will take flexible, cloud-based solutions into consideration. And this can mean only one thing: even more money being invested in the cloud.