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Revolutionary trends .pdf

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Revolutionary trends in CRM and what to expect in the second half of 2016

Customer satisfaction and customer relations can doom or catapult a company to leaps and
bounds of success this is a well-known business fact, Gartner in their annual reports mentioned
that the CRM industry grew 13.3% last year, and they have also predicted that it will continue
to be a $36 billion market by the year 2017, so the question remains that how can an
organization benefit from this $36 billion industry
1. Big 4 better watch your back SME CRM’s is here
The latest CRM software research indicates that, 75% of businesses use Salesforce, Microsoft
Dynamics, Oracle, or SAP CRM. However, the growing number of startups and small businesses
have realized that CRM is no longer expensive and used only by big enterprises, Today low
cost and free salesforce services alternatives are giving the old CRM a run for their money,
hence more affordable CRM solutions will continue to take away market share from the “Big 4”
CRM players.
2. CRM integrations with other software’s will be the way to go
CRM now will be capable of seamlessly integrating with any existing process infrastructure such
as ecommerce system, ERP software, , marketing automation software, analytics platform,
accounting system, and any other solutions in your business software stack can now be
integrated. Now there will be no need for importing and exporting data from one system to
another, CRM salesforce vendors will build these native integrations with other platforms to
make the process more efficient and consume least amount of time.

3. Mandatory use of Social and Mobile CRM
Surveys show that 46% of consumers use social media to make purchase decisions, and it’s a
will know fact that these days mobile media usage exceeds desktop internet usage. In 2016,
businesses will be increasing their focus on the entire customer experience, regardless of the
channels or devices used. As such, CRM software can no longer offer optional social tracking or
mobile capabilities as upgrades or add-ons. This functionality will need to be built into the
core CRM packages so that all businesses can easily track prospects’ and customers’ journeys
more accurately.
4. Big Data will be integrated with CRMs
Big data is undoubtedly the god figure when it comes down to predictive analysis. Providers of
big data analytics like SAS and IBM have consumed the major market share but this year smaller
companies who have similar predictive analytics services have been making their mark. CRM
software solutions can largely benefit from this service. A large business purchase trend data
with personalized prospect activity can better pinpoint specific sales opportunities and identify
how to move prospects through the funnel more efficiently.
5. CRM software will finally be able to map the customer journey across multiple channels
Nowadays, Buyers interact with companies across multiple channels and devices before making
their choice, Tools like Google Analytics have already started to map purchase path online with
their Multi-Channel Funnel report, however, Google Analytics can’t tell you which specific
customers came down which path. Integrations in this customer mapping technologies and
finding specific leads are the features most needed in the CRM software. By combining this
multi-channel data with specific leads, companies will be able to offer a much more targeted
sales pitch and will help you decide where to invest.
Vertical CRMs are becoming more popular than traditional CRM solutions
Every organization has its own needs, a retail chain CRM is very different from a pharmaceutical
sales CRM, Companies are soon realizing that they could benefit from using industry-specific
CRM solutions like Appshark, Veeva, Vlocity and OpenGov which offer industry-specific
software solutions which have benefited them largely in terms of customer satisfaction and
business growth

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