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CRM Trends in 2020

What is CRM?
Customer relationship management (CRM) is defined by Wikipedia as an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.

To manage customer relationships and to ensure you have the best CRM tool available to your sales team, we’ve compiled a list of the CRM trends in 2020.

CRM trends in 2020

Customer Experience :
If you want to stand out in a crowd of products or services similar to the one you offer, you’ll want to focus more on customer experience.  Focusing on the interaction between your brand and your customers and ensuring that you are leaving them with a good impression will go a long way.

With effective CRM software that houses all of your customer interactions, you’ll be able to start where you left off each and every time you communicate with a customer.

Automation:
Automating sales processes can help sales representatives do their job faster, more accurately, and more effectively.  Enhanced CRM tools can offer ways in which to automate processes and shorten the sales cycle and is definitely one of the CRM trends in 2020.

Automation can help with tasks such as data entry, customer interaction logging, personalized email sequences, and more.  Some CRMs offer marketing automation features as well, allowing for more to get done by fewer resources in less time.

Artificial Intelligence:
Artificial intelligence (AI) is beginning to play a key role in many aspects of sales and marketing, including within CRM software.  Forbes explored five ways AI is transforming CRMs.  Their assertion is that AI is playing more of a vital role in sales by offering the following:

·        Easier data ingestion and retrieval
·        Sentiment analysis capabilities
·        Better data integrity
·        Predictive lead scoring
·        Personalized solutions/recommendations

User-friendly:
If your sales team doesn’t use your CRM, it isn’t effective.  To ensure they adopt and use the software quickly and easily, make sure you are choosing a user-friendly software solution.   For your teams to be able to access information in a timely fashion, even when on-the-go, you’ll see that your reps are much more likely to adopt it.

Immersive:
You can put your customers right in your showroom with virtual reality.  Or you can put your product right in your customer’s living room with augmented reality.  Virtual assistants such as Alexa and Siri can also provide a whole new level of communication with customers.  This can change how sales teams do their job substantially in 2020. Search Cutomer Experience aptly stated that the once game system accessory is changing communication between businesses and their customers.

Making it Happen:
Finding a robust and capable CRM for your business is going to make all the difference in 2020.  Intro hive compared implementing a CRM to setting your sales team up on a blind date.  That might appropriately explain how awkward it is for your sales reps at first.  Making sure you have a user-friendly, intuitive tool will help.  Giving your sales team extra incentive as their sales increase should be the icing on the cake.

Agile CRM is one such option to help your team succeed.  It will allow you to automate your sales, marketing, and service all in one platform and offers enhanced features for your sales and marketing teams.

CRM trends in 2020 are greatly focused on technologies and interactions.  Make sure your chosen CRM includes ways in which to incorporate these and increase your sales.

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