Predictions on CRM for 2018

CRM technology continues to grow and evolve in the years to come. Lets see what the CRM trends in 2018 will be:

Artificial Intelligence come alive:

• There were lot said about Artificial Intelligence in 2017, but in 2018, the technology will actually come into action and will undoubtedly be the most prominent advances for CRM in 2018. Incorporating improved machine learning and natural language processes, CRM systems using AI will become sophisticated enough for chat bots to provide more than just basic customer support.
• CRM solutions have been primarily focused on the customer, but based on more research it is considered that in 2018 they will increasingly help to streamline workflows and business processes of an employee as well. AI will keep learning the way of an employee engagement with CRM tools and suggest adjustments that can improve business efficiency.

Sophisticated workflow of Automation:

• Artificial Intelligence being a major force for creating the next generation CRM systems, will power up our CRM systems to learn from our interactions through data, help us find answers to our questions, predict our requirements and take care of tedious and forgotten tasks so we can focus on the important ones. By doing this AI will reduce manual work to the minimum, creating automatic actions and reconfigure interfaces to better suit our usage patterns and save hours of work.
• With AI-powered CRM systems, companies can access unseen and untapped operational and system activity patterns, and uncover insights to deliver significant benefits. For example, CRM systems coupled with AI will learn from repeated usage patterns of marketers and salespeople. Based on that, it can automate their tasks on a daily basis. Furthermore, AI can collect information on a lead or an existing customer, analyze the data, predict trends, and make critical decisions which will reduce the number of cold calls for sales department.

Social Networking with CRM:

• We know that Social Media plays very vital role in any business. So now Social CRM is the next step to Customer Relationship Management. Using this a company can optimize the power of social networks. Many businesses have already started building virtual communities using social platforms.
• Interactions through service bots in social networking sites will keep customers engaged with brands and companies. Social CRM will not only engage and interact with existing and potential customers, but also give organizations access information about customer behavior and opinions. As we are aware that the social platforms are pretty active and accessible through many devices, this aids in quickly resolving issues (e.g., with mobile devices) and may be done anywhere, anytime.

Businesses will put big data into real use:

• Since several years, Big data has been a business buzzword, but transforming the oceans of data every business collects into actionable information, still remains as a big challenge.
• In 2018, we predict that AI will take more of the grunt work out of big data analysis, searching for trends, patterns, customer behaviors and other details that humans might overlook. Resulting into new insights that can help in providing better customer service, market to your customer service, market to your customers more effectively and ultimately run a more successful organization.

Improve Customer Communication:

• Keep in mind that your business's prospects and customers face an onslaught of information every waking hour. Providing the right information to customers at just the right time is the key to attract and retain them, and in 2018, CRM systems will do much of the heavy lifting to make this possible.
• Using Artificial Intelligence, CRM solutions will slice, dice and interpret data down to the individual level to deliver what customers want and when they want it. Whether your customers choose to communicate by voice, email, chat, SMS or social media, CRM will ensure you have all of the data you need to respond.

Faster, better, more personalized service - and deeper, longer-lasting customer relationships. What else do we want !

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