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Top 5 CRM Trends to Lookout for in 2022
Top 5 CRM Trends to Lookout for in 2022

March 4, 2022

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The prime objective of any business is to satisfy the customers while delivering the best services. For any company, the customers are its backbone as they ensure its success. If it ensures high levels of customer satisfaction, it can open doors to tremendous growth opportunities. A recent research study states that there is 63% lower customer attrition, 55% higher share of wallet and 50% higher productivity for which effectively engage their B2B clients.  

A major factor that plays a key role in assisting businesses to provide their customers with excellent services is a robust customer relationship management system (CRM). By using a good CRM, companies can make excellent utilization of data and identify the needs and interests of the customers, while also analyzing their buying behaviours. Furthermore, this helps them to deliver customized products and services to the clients as per their specific business requirements.      

However, it is important to note that with the changing times, there have been many developments in the CRM arena. This has provided a massive facelift to CRM operations and applications.  

The year 2022 has experienced massive transformations in the CRM domain. Hence, without any further ado, let’s have a look at the 5 most prominent trends that are shaping the CRM landscape in 2022. 

5 Pioneering Trends Likely to Usher in Revolutionary Transformations in the CRM Domain 

  1. Intersection of Big Data Analytics and CRM-

Businesses are constantly generating huge volumes of data related to prospects and marketing. As a result, they have to take necessary steps to ensure that this huge data is effectively analyzed in a timely manner and decisions a taken promptly.   

With various developments in the realms of technology and data science, CRM systems will be able to gather and analyze large amounts of data in real-time. This will help in getting in-depth insights into different aspects such as the productivity of the sales team, the potency of marketing campaigns, and much more.   

It can be expected that in the times to come, the CRM applications will be completely analytics-driven. With this facility, the users will be able to get the big picture of the customer, along with detailed information about all sales and marketing activities. Hence, we can expect that the combination of big data analytics and CRM is a trend that can fundamentally shift the way in which companies use data.   

  1. Managing Varied Customer Communication Channels-

With the objective of enhancing communication with the customers, many companies use CRM tools to formulate omnichannel strategies. These strategies play an important role in assisting them to remain in touch with their customers on the basis of their preferred channel. Through omnichannel strategies, companies can take customer engagement to high levels, while delivering smooth experiences.      

However, there are strong indications that despite the multifarious advantages of the omnichannel approach, companies may opt for a single-channel communication framework to interact with their customers.      

Owing to the recent developments in the IT sector, firms can now manage communications using a single application. The single-channel framework not only provides all the benefits of an omnichannel approach but reduces the problems of switching between channels as well. This enhances the productivity of salespersons and customer service reps.          

  1. AI will Play an Important Part in CRM-

Many CRM tasks already involve artificial intelligence (AI), and its role will become more important in 2022. A major contribution of AI in the field of CRM is the enhancement in communication with customers through chatbots. It is expected that chatbots will become more ‘intelligent’ and tackle with complex queries of the customers with ease, thanks to transformative advancements in different AI-powered paradigms such as machine learning (ML).       

With advances in AI, it is expected that field service efficiencies will significantly increase. Organizations can use AI-enabled applications to specify criteria so that they can automatically assign the right ticket to the right salesperson. This will also ensure that the sales rep has access to the necessary resources to resolve the customer’s problem. 

In the times to come, AI may also contribute to predictive modelling. It can help companies to forecast sales with high accuracy levels.    

  1. CRM will Associate with IoT-

The IT services market for IoT is growing at an incredible pace, with no signs of slowing down. Hence, it is obvious that many CRM systems are leveraging the capabilities of IoT to ensure that companies can deliver excellent quality services to their customers. This trend of CRM may continue in the near future.  

With IoT integrations, CRM systems will be able to deliver highly personalized customer service. Companies can gain deep insights into behaviours or different customers. This will help them to produce customized products as per the specific requirements of the customers.        

Furthermore, this will enable organizations to carry out hyper-targeted marketing campaigns. This is because, with the data collected from IOT-enabled devices, they will  be able to access customer data in real time. As a result, it will become easier to tweak campaigns instantly so that the desired results can be achieved in shorter time spans.    

  1. The Rise of Business Vertical Specific CRMs-

It is believed that the next stage in the evolution of CRM systems is verticalization. Many leading CRM solution providers have already upped their game in terms of delivering industry-specific solutions. This trend is likely to make an impact in 2022.     

Verticalization has emerged as a trend owing to specific needs of companies in various sectors. For example, banking and financial institutions have to be very strict regarding the prevention of illegal activities such as money laundering. Similarly, hospitals and other healthcare institutions have to ensure that the patients’ data remains completely confidential.    

CRM solutions developed for a specific industry is more customizable in comparison to other CRMs. Reason being- to align to the specific requirements and processes of that industry.   

Discussed above are the major trends which would bring about massive transformations in the CRM industry. Banking on these top trends, businesses can stand tall among the competition and establish themselves in the CRM arena.   
 


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