Looking ahead at CRM Trends for 2018

All the industry is moving faster and embracing the technological advancement and its influence in the business field as the competition in every field is increasing at a tremendous rate and for meeting consumer expectations, businesses will have to change according to the evolving market.

Meeting the demands in this highly competitive market with ever-evolving customer behavior and experience requires managing and giving importance to the customer experience. This is the reason because of which the emphasis on the use of automation, analytics, artificial intelligence and big data. 

This all also means that CRM software too will have to adapt to these changes for keeping its place in the market. As we are suggesting CRM shouldn’t stand still and should offer necessary innovations, and it isn’t standing still as CRM is bringing its best CRM innovations very soon in the fore coming years.

CRM trends to look forward to 2018

• Automatic workflow adjustment via artificial intelligence (AI) technology

For CRM innovations the most important and exciting advances in the year 2018 will be the introduction of the artificial intelligence technology. Well, we don’t think that we are required to discuss the importance of the AI introduction in this field and that it will definitely make the businesses smarter.

AI will literally work as a power source for the CRM systems as it will help the system to better understand and utilize the available data and will also help in finding answers to the unanswered questions, predict needs, and also take control over the forgotten and tedious task.

AI will help in reducing manual work to a great extent and in addition to that will also reconfigure interfaces for matching up with the usage patterns which will be beneficial for saving time. With the introduction of AI, businesses will be able to access the undiscovered and never used system and operational activity patterns and discover insights for offering great benefits.

• Transformation of social media to social CRM

The next unconcerned land to the CRM is the social media. For sure a lot of social media section is used for marketing, but the power of social networks has not been optimized yet. A number of businesses have identified this potential of social networks and have initiated the formation of virtual communities. Service bots will take over the interaction task and will keep the customers engaged and will also work for changing and improving company’s perception and image.

Should my SMB choose a CRM Software?

• Better level of integration with external tools

Another expected and highly anticipated trend that we are expecting to witness in the year 2018 will be a tighter coordination of the CRM software with the external tools and services. It will be the task of the CRM developers to form a bridge between the two cliffs.

• Conversational interfaces and chatbots

CRM is going to evolve from being just a back office tool that used to manage contacts in the year 2018 and is going to connect Artificial Intelligence and other services such as chatbots for serving as the support for the conversational interfaces.

Originally published on, Reference:  http://softwarerecommendations.weebly.com/blog/looking-ahead-at-crm-trends-for-2018