Your Guide to Software Selection

The Future of CRM

The business world’s frequently evolving environment makes it necessary for companies to modernize and modify the way that they communicate with their customers. To make the task easier and more effective, businesses can take advantage of a customer relationship management, or CRM, program. In the coming years, CRM will be shifting in a number of ways.

Major ways the future of CRM will be impacted include:
• Improving mobile access
• Advancing interactive automation
• Focusing on personalization
• Becoming more predictive of a customer’s needs
• Increasing visibility on social media


Mobile Access

The future of CRM involves developing new and better ways to support how customers interact with your company through mobile technology. Your customers expect you to have mobile access, and with it, your company will benefit because it will gain additional customer information. Keep in mind that younger customers prefer to interact with your company through mobile technology. In fact, according to surveys, they would rather get in touch with you by smartphone, social media or web chat than they would by telephone. It will also give your company the means to communicate with them more often.

Increasing Automation

The future of customer relationship management includes increasing automation. To do this, you’ll need to blend email marketing strategies and web analytics with other channels like social media. Be sure to focus on areas that deliver the best return on your investment. Keep in mind that this could help you keep your costs low.


Personalization is another area that CRM is likely to change. Today, successful companies use CRM software to determine how to sell products in the way that customers prefer to buy them. You can do this by sending online surveys and holding focus groups. Make sure that your company is continuously interacting with your customers. In the future, CRM will give you a way to personalize the exchanges that you have with your customers even more.

Enhanced Forecasting

The future of forecasting in CRM consists of using tools to predict the type of contact that will tempt a lead. Today, this may include reaching out by chat, white paper or a discount offer. This kind of predictive analytics is a current feature of the business-to-customer world. Companies that stream television programs already use it to make viewing suggestions to consumers, but businesses in other industries will soon be automating predictions to extend the level of service that they are able to offer their customers.

Social Media

As a major element of today’s marketing strategies, social media is one of the easiest ways to gain a competitive edge in your industry. By connecting with your customers on social sites, you’ll have an easier way to communicate with them. To increase your company’s popularity on social media, promote your site, but don’t flood your customers’ feeds with posts from your company. Social media will continue to bring about change to CRM programs.

Embracing the Future of Customer Relationship Management

The future of CRM lies in making sure that your customers are satisfied and interested in continuing a relationship with you. With the right CRM software, you’ll be able to do just that.


SelectHubThe Future of CRM

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