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In 2022, CRM technology is expected to be the largest revenue area of spending in enterprise software. Businesses need to know the current trends to respond to modern challenges while remaining competitive in an environment that is only now coming out of the pandemic. Let’s look at some of the most important trends.
Mobile CRM
The use of mobile phones is part of everyday life, so the dominance of mobile trends does not come as a surprise. The Covid-19 pandemic has caused a worldwide disruption but has also allowed us to appreciate the importance of accessing business information remotely. Accessibility is the key and the same applies to CRM tools, which have been made mobile in order to be available to everyone.
We are likely to see an increase in CRM apps and systems that work just as well on different platforms, operating systems and screen sizes. We will also see more CRM solutions that allow users to work online and offline on different devices.
Obviously, security remains a priority, as CRM is all about sensitive and secure data. This is a problem that businesses need to tackle effectively.
AI and automation
Artificial Intelligence no longer belongs to the realm of the imaginary. It is an evolving technology that affects our daily lives. In addition, it can be particularly useful in CRM systems. The first advantage of AI in CRM is that it can help with predictive analytics, bringing extremely useful data to the fore.
With AI, businesses will be to be able to predict buying trends more easily. In addition, it can help with customer segmentation by providing extra insight into how customers operate and make their purchases, allowing businesses to better target sales and marketing campaigns with real-time insights on customer demographics, preferences, views, interests, and more. This way you can fully focus on those who would be actually interested in making a purchase when encouraged in the right way and turned to the right direction.
Another interesting addition to AI in CRM is chatbots, which help answer customer questions and boost sales, even during off hours.
Voice recognition
Voice-recognition technology is becoming gradually more popular, with services such as Amazon Alexa and Siri. The question, however, is what voice recognition can do for your business, as it seems that the integration of such features on your site will actually generate revenue. Voice recognition can be used to better track data in order to better understand what customers want.
