CRM Trends In 2020


With new year, comes new trends. Today, you can learn about some new trends that can be expected to rise in 2020.

1.     Voice Technology

We already have speech recognition, which can reliably log calls, spot key words or phrases in a transcript, generate call summaries, schedule meetings, and so on. We live in an era, where everything is virtual and over the internet. That is why voice-enabled mobile apps will be a key part of people’s company’s businesses.

2.    One-channel

CRM trends for 2020 indicate an increase of movement towards a single-channel approach to CRM. Experts predict that all the communication channels will be soon joined into one piece of software that handles all channels. That means, that you will not have to switch between multiple channels to communicate with customers, which emphasizes the importance of making a connection with customer. Thanks to artificial intelligence, in the future, there may be „channel-less“ CRM strategy.

3.     Augmented Reality & Virtual Reality

Let’s start with what augmented and virtual reality is. Augmented reality (AR) superimposes an image onto a user’s view of the real world and enhances it with sound, touch, and even smell. Virtual reality (VR) is the use of computer technology to create a simulated environment. These two immersive technologies can change the way companies engage their customers. For example, some of the retailers began using smart mirrors and furniture stores allow us to „try out“ products with virtual reality. AR and VR can give companies advanced tools for marketing campaigns and sales, which can transform buying behavior.

4.     Mobile CRM & Social CRM

In the next year or so, CRM systems will provide the full experience in smartphones, tablets, and other devices that can be connected to the Internet. Many CRM systems offer integrations with Twitter, Facebook, and LinkedIn, but future platforms may offer integrations with more social media platforms and networks.

5.     Self-service

Bots are completing more contact management tasks, which saves time to people. Chatbots automatically guide prospects through marketing. They collect data, ask questions and deliver more personalized content. This is also better for customers, because their questions are answered faster with less effort from the provider.

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References:

https://www.salesforce.com/blog/2019/12/customer-relationship-management-trends.html

https://financesonline.com/crm-trends/

https://www.adobe.com/cn/insights/5-realworld-examples-of-augmented-reality-innovation.html

https://www.marxentlabs.com/what-is-virtual-reality/

https://www.piesync.com/blog/20-innovative-crm-trends-for-2020-to-pay-attention-to/


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