The world is witnessing fast developments occurring in social, mobile and cloud to bring changes in enterprise interaction with technology, which is leading to the opening of vast amount of opportunities.
Present CRM market
Currently, the CRM market is witnessing fast transition as big players are competing to bag top slot. Many small players are also competing to take advantage of the growing demand across different industry verticals.
Technology affecting CRM
In the past ten years, CRM has considerable speeded up due to technology advancements. The lowering of gap between IT and the remaining business means that CRM is gaining fast popularity and also can be adjusted as per the requirements of the users.
One of the biggest advancements has been related to user interface as CRM service providers are coming up with solution that can be used by different users.
Moreover, the smartphone revolution has pushed the user adoption and strengthened the CRM scope for users. The ability to function efficiently or accessing information from anywhere is considered as a big selling point in the present times.
At the moment, most of the CRM vendor aims to offer their solution via cloud due to its high usage, cloud delivery model and IT consumerisation. Furthermore, the business expectations of technology and IT section responsible for delivering are working very closely.
A lot of firms are also taking notice of the marketing automation and social softwares and this is also one of the reasons, many service providers are also planning to include these capabilities as well.
New categories introduced in new age CRMs
People engaged in CRM are in favour of tighter integration with new marketing and social tools. It is proving helpful in strengthening the scope of CRM into other sections such as client experience and excellence. As customers are becoming king in the current age, investing in technology will prove helpful for adoption.
Businesses can make the most out of a CRM
User adoption is considered as one of the most essential facet of a CRM. If people are not using it, then the end value is nil. To solve this problem, more businesses are adopting a solution that is able to offer customized and integrated set of solutions.
Future of CRM in upcoming ten years
The next few years, the ability to capture CRM data effectively will grow by manifold. The CRM databases will be able to hold all relevant details about clients, based on online and offline activity. It is believed that the coming years, the automated capabilities will witness an upswing.