Top 5 CRM Trends To Follow In 2021

Customer Relationship Management Tools have grown popular in the last decade. Gone are the days when they were only used to map customer journeys, today CRMs have multiple high-end functionalities, including lead generation, automation, and integration, etc. 

CRM technology used in the right CRM tools is evolving every day which leads to constant changes in CRM trends, making it imperative to stay on top of the changes. Brands that fail to keep up with the emerging CRM trends are likely to lag in the competitive landscape. 

So, to compete with the rivals, survive in the business world, and maintain distinctive brand identity, one needs to know the latest CRM trends. If you are getting confused with new CRM trends popping up overnight, don’t worry! 

Let us shed light on the CRM trends of 2021 for you. Read them thoroughly and experience the difference:

1. Mobility 

Even before the pandemic, the concept of mobility was growing. However, when people started working from home, mobility became a mandatory feature. The havoc highlighted how accessibility from everywhere and anywhere can change things. Some brands successfully adopted the change, while others struggled with complex mobile tools like CRM software. 

Thankfully, the limitations of mobile CRM have now come to light. Therefore, advancement and improvement towards enhanced mobility are possible. Thus, this trend talks about greater mobility. 

For instance, managers will use apps that make it easier to connect the online environment with the offline world. Besides this, mobile CRM solutions will play a key role in a hybrid working style. Brands that operate universally will benefit more due to enhanced security, smooth transitions, and greater convenience. 

Furthermore, consumers are becoming highly demanding. They want their data on the go and the sales team needs to connect with them accordingly. Therefore, mobile CRM software will resolve the issue. Additionally, it helps in addressing queries instantly, checking files on the go, attending meetings, and so on. 

As far as the limitations are concerned, some people talk about the security and safety of the apps. However, with the use of VPNs and multi-factor authentication, the issues can be resolved. Besides this, the need to re-download the app has slowed down the growth of mobile CRM. But, it is expected that apps will be automatically updated in the future. 

2. Artificial Intelligence 

Luckily, the use of Artificial Intelligence is in full swing. Research shows that 84% of marketers have used AI in 2020. This percentage is likely to increase in the next year. But, how does CRM relate to AI? 

One of the best uses of AI in CRM is predictive analysis. The data stored in the CRM software helps in doing predictions with the help of AI. These forecasts help in designing new tactics for business success. 

For instance, a real estate CRM has data on former consumers. Now AI can be used to extract preferences based on price, location, and value-added facilities. This identification of patterns helps the real estate owners in designing their future marketing content. 

Similarly, deals, discounts, and offers are the new trend these days. Brands should adopt this new trend of AI in CRM to analyze the success of former deals. For instance, it can tell which deals were purchased by which consumer group. 

Above all, AI technology helps in predicting possible consumer questions. Thus, the sales team can better prepare themselves for the best answers. Furthermore, it helps in automation and saves time. Thus, the effort and time consumed in manually performing the tasks can be done automatically. This time can be utilized for increasing productivity. 

Chatbots and language assistants, that are still doing their best in assisting the consumers, will even improve more in the future. Things like analyzing which consumer should be responded to first and sorting queries for managers will be announced soon. Voice assistants will be more commonly used and this area of technology will become mandatory for every brand to survive. 

3. Social Media 

We all know how the use of social media has increased during the pandemic. Since customers now care more about their experience from any brand, they also consider it essential to give feedback on social channels. 

Since a massive audience is present on social media, brands consider it both, an opportunity as well as a threat. But, how CRM is related to social media? 

CRM software will start integrating multiple social media channels like Facebook, Twitter, LinkedIn, etc. This will help the sales team to stay more informed about the audience. Besides this, any action taken by the consumer can be known. 

It will help in molding future actions. Relationships, that play an essential part for any brand- success, can also be better managed with this tactic. Though this tactic does not look like the biggest change, brands embracing social CRM are likely to reach their goals. 

4. Integration 

Undoubtedly, today we have software and automation for every other thing. But, our sales team needs to jump around multiple software at a time. This thing declines productivity and prolongs the work. 

Competitive brands are now moving towards the integration of multiple software into one. That means a single solution for everything. 

This will be a CRM software that will include everything for the marketing and sales team. Once the team signs in, they will not feel the need to go somewhere else. It means that things like analytics, marketing tools, email software, customer data platforms, etc. will be in a single package. 

Moreover, companies should analyze their needs and select suitable software. A software like Zapier is widely used by many businesses. 

5. AR and VR 

The tech game is changing the world. We all can see how virtual and augmented reality has changed the marketing landscape, making it possible for users to have real-time experiences. Today, online consumers of a retail store can browse for products and get the feel as if they are physically present in the store. 

They can spend as much time as they want, compare products, check prices, and much more. Since marketing in terms of VR is increasing, there is a high chance that CRM software will make use of it in the future. 

When CRM platforms will use such technology, they will be able to answer consumer queries faster than ever. Before the query is being asked. Yes, they can monitor the consumer's behavior and notice why a consumer is facing confusion and difficulty. 

Additionally, AR will assist in the sales training of employees. Training, as well as assistance in remote and hybrid working models, will become easier. Thus, brands cannot avoid AR and VR in the current year. 

Wrapping It Up 

In short, CRM stands at the top of the software market. The growth is augmenting every other day and businesses need to realize the current trends to compete well with the market. The trend of mobility, artificial intelligence, and social media is in full swing. 

Similarly, the use of AR and VR, and the integration of multiple solutions in one software will open new opportunities.  So, if you are not following any of these trends, you are making a big mistake. Revamp your strategies today and follow all these trends to stand firm in the competitive arena. 

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