Marketing analysis shows that retaining an existing customer is always favored over acquiring new ones. That’s why when we talk about future CRM we see that smart businesses are wise enough to care for their existing customers. This is reflected in the mass adoption rate of CRM technologies and it’s overwhelming growth potential that marketers grab in all business verticals. With the New Year already kicked in, some exciting CRM technologies and trends are just around the corner. Here’s what we can expect:
- Customer intelligence to gain notoriety
Today’s customers are tech-savvy and educated enough to filter marketing messages. So in an era where customers view marketing ads as disturbances and treat them with indifference. The only way to penetrate is to become a friendly brand and earn their trust and attention.
So the coming years will see a surge in CRM technologies focusing much more on customer intelligence by providing real-time targeting/analytics to help a brand understand its customers in a much better way than ever. This will include targeting the right customer at the right time and through the right channel.
- Brace yourself for more AI powered Bots
Today marketers deal with an overwhelming amount of data. But the real challenge lies in separating the potential data take relevant action on them and ignore the rest. In an era where people are online most of the time and data stream literally warping in and out of internet gateways, Artificial intelligence or AI-powered bots will dominate the marketing scene for their versatility and speed.
Furthermore, predictive analytics and machine learning would greatly help in vanishing guesswork out of critical marketing decisions thus becoming integral tools for marketers to enable them to create innovative and appealing campaigns. The future CRM indeed looks bright with AI-powered bots.
- Social CRM will fly high
Despite the ever-increasing fame of social media. CRM is yet to fully utilize the power of social media platforms for marketing. The coming years will witness lots of social CRM technologies with adoption rate and emphasis on emotion analysis and social influence. The topmost factor that is already driving CRM towards the social world is customer support. The key to keeping your customers engaged lies in Social CRM in 2017 and beyond.
So my opinion is that future CRM will be more improved if businesses observe and act upon these trends. CRM’s versatility surpasses many marketing techniques and in the coming years, its use will increase in the business fraternity.