CRM TRENDS 2021 MUHAMMAD HUMAYUN SAJID AQIB HUSSAIN
CRM TRENDS 2021 MUHAMMAD HUMAYUN SAJID AQIB HUSSAIN SHAH MUHAMMAD ARSLAN
1. AI IS BECOMING A KEY PART OF CRM SYSTEMS • 14% of global CIOs have already deployed AI, according to Gartner’s 2019 CIO Agenda survey. • it's estimated that AI associated with CRM activities will boost global business revenue by $1. 1 trillion by the end of 2021. 2
2. FEWER BARRIERS FOR FIRST-TIME CRM USERS • Reservations about cost • Lack of resources • Tech knowledge to implement CRM system 3
3. SOCIAL CRM KEEPS RISING • Integration of social media channels into CRM platforms is called Social CRM. • Responding comments quickly – makes relationship stronger. example: Uniliver on Linkedin • Clearer understanding of Brand Sentiment 4
4. ALL-STAR LINE-UP OF CRMS TO CHOOSE FROM • The CRM systems leading the way for user satisfaction right now on G 2 are: 1. Hub. Spot 2. Salesforce 3. Less Annoying CRM 4. Freshsales • With 19. 5% market share, Salesforce has over 2 X the CRM sales SAP has and over 3 X of Oracle 5
5. BUSINESSES CAN CONDENSE THEIR SALES AND MARKETING TECH STACKS • With the rise of sophisticated CRMs and core tech tools, sales and marketing teams can get away with using fewer tools than before. • Why do we pay for App A when App B can now tick that box and more? 6
6. CONVERSATIONAL AND VOICE UI WILL START INTEGRATING WITH CRM • Easy to use • Enjoyable • Time saving 7
7. BUSINESSES ARE AUTOMATING MORE PROCESSES USING THEIR CRM • Chatbots • Automatic ticketing • Optimizes operational costs 8
8. ONE OF THE TOP ADVANTAGES OF CRM? A HIGH-DEF VIEW OF CUSTOMERS • Choosing a strong CRM • Filling it with reliable data • Top-performing salespeople have a higher confidence level in their CRM data than their counterparts. 9
9. CRM IS BECOMING INTERWOVEN WITH IOT TECHNOLOGIES • More than 64 billion Io. T devices worldwide by 2025, says Tech. Jury. • Most enterprises are using data generated from Io. T solutions. • Improves customer experience 10
10. CRM: NOT JUST FOR CUSTOMER-FACING TEAMS • It is beyond sales and customer success teams • Access of 360 -degree view of the customer which provides personalized experience. • Management can access valuable data on performance 11
11. CRMS KEEP GETTING MORE SOPHISTICATED Basic Features • Contact management (94%), • Interaction tracking (88%) • Schedule/reminder creation (85%). Advanced Features • sales automation • a central database • email marketing • customization • reporting/analytics. 12
12. A CRM'S CUSTOMER EXPERIENCE IS AS IMPORTANT AS ITS FEATURES • 84% of customers say the experience a company provides is as important as its products and services • Ways to use CRM technology to meet the expectations of today's customer: o Live chat for quick support o Enriched data to show the full customer journey and previous support tickets o Accessible customer data across departments o Automated knowledge bases o Syncing customer data between apps to show a 360 -degree view everywhere 13
13. CONSUMERS EXPECT COMPANIES TO KNOW MORE ABOUT THEM • A company needs to • remember previous conversations with a customer, understand their needs and expectations, and adjust communication accordingly. • To enable this, all required customer data must be quickly accessible and accurate. 14
14. CRM GROWTH WILL COME FROM NEW MARKETS • Over 50% of CRM buyers in 2019 were in one of four markets: real estate, consulting, distribution and insurance • As we head further into the 2020 s, a great deal of new CRM growth will come from other vertical markets. These include: o Healthcare o Finance o Insurance o Manufacturing 15
15. YOUNGER GENERATIONS ARE PUSHING FOR CRM USE • This CRM trend will grow as millennials and Gen Z continue to gain buying power and the next generations enter the workplace. • In the decade ahead, more teams will become tech-centric and insist on maximizing performance through intelligent CRM technology. 16
16. A COMPANY OF ONE IS BIG ENOUGH FOR A CRM • How large does your business need to be to have a CRM? • The answer for 2021 is: a company with one employee is big enough. • If you're managing contact details, juggling a busy pipeline and have customer data to keep track of, you can benefit from using a CRM. 17
17. SELF-SERVICE VIA CRM • Bots are completing more contact management tasks and saving team members from having to lift a finger. • Chatbots offered by platforms like Drift and Hub. Spot automatically guide prospects through marketing and sales pipelines – • collecting data, asking questions and delivering more personalized content. 18
18. ANALYTICS FEATURES NEED TO BE A CRM'S STRENGTH • Use analytics to identify o problems, o solutions o opportunities. 19
19. XAAS - EVERYTHING AS A SERVICE • spreads Saa. S to encompass every form of product and service. • Xaa. S includes any computing service delivered via the internet and paid for via a subscription rather than an upfront cost. 20
20. CRMS NEED TO BE CONNECTED TO EVERY OTHER PART OF A BUSINESS • To reap the benefits, a CRM has to be connected to all other tools and processes in your organization. • From your email marketing tool to your invoicing system, make sure to have two-way syncs set up between tools that store customer data and your CRM. • Keeping your data in sync is the best way to avoid human error, resolve pesky data silos, save time on manual input and paint the clearest picture of your business for every team. 21
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