We can all agree that customer relationship management (CRM) is a fundamental tool that is here to stay -- but that doesn’t mean it won’t evolve. Over the years, CRM has undergone drastic changes and 2020 is no exception. Here’s what you can expect from CRM in 2020.
Embrace AI and Automation
It was only a matter of time before artificial intelligence (AI) penetrated the CRM space -- and that time has come. AI now augments the primary sales processes of 30 percent of all companies. And it’s clear why. AI boosts productivity by automating time-consuming manual tasks. It eliminates the need for you or your employees to waste time doing something that AI can do for you.
Some of these tasks include:
- Customer communication (Chatbots and other conversational tools);
- Email automation;
- Sales campaigns; and
- Customer onboarding.
Businesses can now be more efficient and use AI and AI-powered chatbots to take care of simple and repetitive tasks, which means you and your employees will have more free time to tend to more complicated issues and focus on running your business.
It’s important to note that just because you’re introducing AI, that doesn’t mean your customer service will suffer. In fact, it’s quite the contrary. AI and AI-powered chatbots can predict customers’ needs, make appropriate recommendations in the future, and help blur the lines between departments to deliver consistent interactions.
Focus on Customer Experience
It’s no surprise that customer experience has climbed its way to the top. Now more than ever, customers care about the experience you provide. An overwhelming 86 percent of buyers are willing to pay more for a great customer experience.
And to top it off, by the end of 2020, customer experience will overtake price and product as the key brand differentiator. As customer experience gains the respect that it deserves in 2020, it will evolve how CRM is designed and the way CRM is used. In other words, customer experience will define and shape the future of CRM. So what does this mean for you?
Addressing a customer by their name is no longer enough to count as a personalized one-to-one conversation. Consumers expect you to know more -- their buying history, preferences, demographics, and other relevant information. And, they expect you to save and use that data to provide customized and tailored experiences.
Your CRM can collect, record, and save more customer data, and make it available for you to use when interacting with your customers to provide the best possible customer experience now and in future interactions.
Shift Toward Usability
We can all agree that CRM is great for business, but only if you can use it. That’s why ease of use is a primary focus for CRM in 2020. In an ideal world, CRM would be simple and straightforward, but that becomes challenging with more data being stored and an ever-growing number of customers in the database.
However, despite this hindrance in the past, CRM systems are evolving to be simpler to use, making data easier to access and analyze, and improving communication methods with customers.
With usability now being at the forefront of CRM platforms in 2020, it is allowing businesses to take full advantage of everything CRM has to offer. Meaning, these systems will be able to collect, store, and provide all the content you need to accurately fulfill your customers’ needs and exceed their expectations.
The Rise of Mobile and Social CRM
Much like everything else, CRM in 2020 is going mobile. Mobile CRM and social CRM are by no means new ideas. In fact, they’ve been around for quite some time but only now are they finally gaining momentum.
Recent advancements in mobile technology and customers’ increasing need for constant connectivity on the go have revealed a need: Mobile CRM. This has created a push for CRM platforms to provide more mobile functionalities. And of course, with mobile also comes social.
You may be wondering why mobile CRM is so sought after, and you’re not alone. It’s a concept that takes some getting used to. However, the benefits are clear. Approximately 50 percent of teams in businesses improved their productivity by using mobile CRM.
With these new and sophisticated technologies, CRM systems have the ability to provide the full CRM experience with all the same capabilities just on mobile phones, tablets, and other smart devices. This means you can harness the power of CRM on the go, wherever your business ventures take you.
It’s also important to understand that these mobile CRM systems provide full functionality with essentially no risk for you or your customers. Mobile CRM solutions never compromise the security of consumer data. In other words, mobile CRM is just as secure as a traditional CRM platform.
Much like mobile CRM, social CRM is also on the rise in 2020. Many CRM platforms have started to offer integrations with social networks including Facebook, Twitter, LinkedIn, and more. It allows businesses to increase their productivity and gain more valuable customer information than traditional CRM systems alone.
Choose the Best CRM for 2020
How is your CRM platform working for you? Does it offer the newest and latest trends? Is it helping you expand and grow your customer base? If not, it might be time to rethink your provider and start looking for a new CRM solution that meets all of your needs.
Whether you're a landscaper trying to organize your clients, or a contractor looking to increase communication with your contacts, CRM tools can help change the way you connect with your customers.
Consider GoSites all-in-one complete CRM solution - Contact Hub® - that grows with your business. Our easy to use CRM platform keeps you organized, lets you operate on the go from any device, and drives higher satisfaction with personalized customer experiences.
As you know, a lot of changes are happening with CRM in 2020, which means there's a lot to look forward to. What trends are you most excited about? Is your business ready to take on all CRM has to offer? Let’s find out.