Change.
Everything around us is changing. Even you and I are changing, but we somehow believe our CRM should stay the same? Yes, one could argue that how we do business has not changed, but only new methodologies have increased the funnel to the channel many already use. As long as sales are made, services are deployed, and help desk and customer support tickets are tracked and completed, CRM will be the core logic in each situation. Why are you still using yesterday's tool today to get tomorrow's customers/
The question is, can your CRM funnel handle being the only channel? Is it set up to be the only tool to manage your organization's customer expectations and employee performance? ?
The value of a quality human-centric CRM has become clear over the last couple of months as COVID is redefining how businesses operate and where CRMs are not making the grade. Organizations' business models have been minimalized to survive the changes in our global economy, but many without a robust but precise plan of adjusting the tool that needs to manage it all. ??
How we live, work and communicate with each other and in business has fundamentally changed. While I agree there is no one post-pandemic cure pill or strategic management solution, a successful one will be data-rich, customer-centric, and hosted within the cloud.
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Whether an SMB or Enterprize, brands struggle with rather unprecedented changes to find a balance between values from a pre-pandemic era and the trends leading up to a post-pandemic period. 2020 may have been the year of change and innovations, but it did not provide businesses with a perfect 20/20 vision of adapting to the new reality ahead while staying true to their vision. These questions and factors are still being addressed in 2022.?One thing is sure, this is not the end of CRM, but just the end of the beginning of CRM.
Change is inevitable. With the embrace of AI and Machine learning in many organizations, it is clear we are still in the discovery phase. Adaptability and agility is the real key to success for any CRM. The winning brands will remember to remain human-centric and in sync with metamorphosing customer needs and expectations.?