Customer relationship management (CRM) is a vital tool for businesses of all sizes and industries. CRM software helps companies manage their interactions with current and potential customers, as well as streamline their sales, marketing, and service processes. CRM software is constantly evolving to meet the changing needs and expectations of customers and businesses. Here are some of the key CRM trends that will shape the industry in 2023.
- AI-powered CRM: Artificial intelligence (AI) is one of the most influential technologies that is transforming CRM software. AI can help CRM users automate tasks, analyze data, generate insights, personalize content, and enhance customer experience. According to HubSpot, AI is becoming a key part of CRM systems, as it can help sales and marketing teams improve their productivity, efficiency, and performance .
- Channel-less CRM: Customers today use multiple channels to communicate with businesses, such as email, phone, chat, social media, web, and mobile apps. CRM trends indicate a shift towards a channel-less CRM approach, which puts the customer front and center of CRM strategies. A channel-less CRM approach supports a simpler, seamless customer experience, where customers can switch between channels without losing context or continuity .
- Customizable CRM: As CRM software becomes more sophisticated and feature-rich, it also becomes more complex and difficult to use. Many CRM users only need a fraction of the functionalities that their CRM system offers, and they want a solution that fits their specific needs and preferences. Therefore, one of the CRM trends for 2023 is the demand for more customizable and user-friendly CRM solutions. According to SelectHub, vendors must enable more application customization to address this value-add requirement .
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