CRM forecast for 2015

Marina Astapchik
IT Trends Research Specialist
February 24, 2015

At the end of each year there is a bustle among businesses and customers. They are full of expectations of what the forthcoming year will bring and do not know where to rush and which new tech trends to adopt. Therefore, analytical agencies give their forecasts on what the tech trends will be and what their revenues are expected to amount. Basing on these data many business owners easily make their choice towards this or that tech "must-have". This year has not been an exception. It brought many forecasts and one of them such as CRM (Customer Relationship Management) forecast is worth to delve into, really.

Like the Earth goes round the sun, practically all forecasts for "tech trends to dominate in 2015" turn around 5 basic technologies: Cloud, Big Data and Analytics, Social Media, Mobile, and the Internet of Things. These 5 core notions will have a great impact on the way everything in the web world works and CRM is not an exception.

Let`s go deeply at how they will manifest themselves and grasp why it is not worth waiting a minute to adopt them.

1. Cloud — based CRM

According to Gartner statistics, by 2017 cloud-based CRM will reach 50% out of all CRM software and apps deployed worldwide. Manifold service providers offer local and cloud hosting and if most customers preferred "local" previously, everything will change dramatically this year. The cloud technologies will dominate and let`s see why.

First, the cloud will optimize system performance.

Second, it will accelerate sales and will increase sales volume.

Third, it will accelerate the performance of time and labor-intensive workflow processes.

Cloud-based CRM will construct enhanced, automated customer service environments and will foster opportunities to anticipate customers` needs.

One more reason to move to the cloud is the fact that it has become more low—rate in price. And with all the benefits that cloud technologies bring it is definitely worth each "penny" invested.

2. Big Data and analytics

During the recent five years the software and apps have evolved to analyze big data volumes — they are called "Big Data" and now they are like a "superhero" in the web world of technologies. They are capable to transform big data amounts into valuable analytics that will provide the employees with precious info to improve customer service and work within the organization.

The possibility of modeling various contingencies in sales is also a great benefit that Big Data will bring into CRM.

3. CRM for mobile

With the increased amount of smartphones and tablets more people access the software and apps from there. And the newly emerged policy of BYOD (Bring your own device to work) that is broadly adopted by many sales departments requires quality and agile mobile CRM with a high degree of security protection.

By the way, many custom CRM systems have a built-in ability to create mobile marketing campaigns. Once the permission to send a mobile message is received — the customer will get access to the unique content and useful infotainment materials.

Excellent customer service is always to be where the customer needs you to be. Many customers have switched to tablets and smartphones from their laptops and PCs and now it is time for proactive businesses not only to have a mobile presence (which is already a must) but also to possess CRM apps.

4. Social

There are several hundreds of public social networks and discussions of various types are led there. Sales, marketing and customer departments are forced to become a part of them. With custom CRM, huge data volumes can be easily gathered from social channels and then analyzed and made use of to improve the overall customer experience.

5. The Internet of Things

According to the recent market research data from Gartner, more than 26 billion devices will be connected to the Internet by 2020.

What does it mean for CRM?

More data received from sensors — more opportunities to create perfect personalized services. With such "a card in the sleeve" the prerequisites for emergence of a new term will see the light – for the Internet of Customer, a new form of the Internet where terabytes of customers` info will be collected and analyzed by software and apps.

Needless to say what impact it will have for marketing, sales and customer departments of any business in any sphere.

So, to sum up, we see that these 5 technologies open new ways for the implementation of CRM into all business processes. CRM has been "a strong single" for years but now it will absorb the power of 5 tech trends and together they will conquer this world.

In the nearest few years we will observe the rush towards adoption of the new technologies. More businesses will invest into CRM software solutions if not to increase sales and improve the customer services than not to be outdone by their competitors and to retain customers. And now time has come to find your very reason to become more "CRM" advanced… till it is not too late.

Elinext Group projects:

SaaS CRM System Case Study
Custom CRM System
UPC Real Estate App
EdQuants Analytic App

Industries and Technology Areas:

Industries: IT

Technology Areas: software development, custom CRM systems development

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