As businesses gear up to embark on their journey of becoming customer-focused to customer-centric organizations, the need for reaching out to customers is more evident than ever before. Ensuring 100 per cent customer satisfaction is no longer good enough; in fact, the term is no longer relevant in today’s business environment. The modern customer is looking for unique experiences and expects to be delighted. Organizations over the world have taken note and have come up with CRM strategies that focus on achieving customer delight. Whether you already have a CRM strategy in place or are designing one, you need to keep a close eye on the market. Customer tastes and preferences often change frequently like seasons. To ensure your CRM strategy addresses your customer pain points, you need to revisit and adapt your strategy frequently. With this thought in mind, let’s take a look at some upcoming CRM trends for 2019.
1. Artificial Intelligence powered CRM is set to take the industry by storm
As more organizations strive to deliver proactive customer service, the demand for AI-powered CRM is set to increase in the coming years. More organizations will start using intelligent chatbots that will help teams with a number of tasks including recruitment and building and selling service packages. 2019 will see the rise of more AI-enabled contact centres that will play a key role in improving customer experience and agent performance.
More organizations will start integrating voice assistants into their CRMs that will help both customers and agents save time and efforts. In 2019, more organizations are expected to use AI and machine learning techniques to extract strategic customer data.
2. Mobile CRM usage will rise
According to a study by Statista (2019), the number of mobile phone users will reach an all-time high of around 4.7 billion in 2019. As mobile device usage continues to grow, more employees and customers will start using their mobile to access CRM systems. In 2019, mobile CRM will be the preferred tool of employees on the go. Mobile CRM delivers full CRM capabilities and can help organizations save employee training costs and improve customer satisfaction.
3. IoT will keep playing an important role
IoT has emerged as a major driver of CRM. Over the years, the usage of IoT enabled devices have increased, and this trend is expected to gather momentum in 2019. More organizations will start using IoT to automate customer service and improve operational efficiency. IoT also helps organizations save time when collecting key data.
At iMovo we specialise in Customer Experience Management (CEM), Business Intelligence (BI), Big Data Analytics, Customer Relationship Management (CRM), Artificial Intelligence (AI) and Workforce Management. We enable organisations to build long-term value relationships with their customers resulting in consistent and profitable growth. If you want to delight your customers by providing excellent customer service, contact us today.