This infographic lays down the trends every enterprise should watch out for in 2017, to delight their customers even better.

1. Customer Relationship
Management (CRM)
is an essential component
for marketing departments
in any business.
Here are
the top
CRM trends
for 2017:
Over
all CRM usage
56%
74%
incr
eased from
56%
t
o 74% in 2016
CRM is becoming
popular than before
The rise of mobile CRM
Cloud-based CRM
Solution Picks-up Pace
CRM vendors are now improving
UX through:
• Better Displays
• Delivering intuitive dashboards
and reports using Powerful Analytics
Mobile CRM is gaining popularity. It can increase
workforce productivity by around 15%
Today’s workforce is highly mobile.
Employees access software from multiple
devices and locations. This has spurred the
rise of cloud-based CRM solutions.
Increased
spending on CRM
Among the various technology
investments proposed, CRM
software leads the pack. Gartner
estimates the CRM market to
be worth $37 billion in 2017.
of businesses might spend more
on customer service software.47%
of businesses has plans to increase
their budget for email marketing60%
Among mobile CRM users,
65% sales representatives are
meeting their sales target,
in comparison to just
22% achievers among
non-mobile CRM users
About 87% of businesses use
cloud-based CRM
87%
AI-Based bots to infest CRM
The Rise of Social CRM
CRM to rise above functional silos
CRM will offer more
behavioral insights
CRM to acquire
Knowledge Management
functionality
Vertically specialized CRM
to take off big time
CRM will witness convergence
of technologies
References
Data is growing at an exponential pace. To keep pace with
it, we have Artificial Intelligence (AI) powered bots as a solution.
AI-powered CRM will drive automation in
several customer interactions like:
Contextual
marketing
Catering to
micro-segments
of customers
Targeting customers in real-time
with the right message, and the
right channel
Increased automation will render cold calls a thing
of the past, through precision targeting
CRM suites have not fully
exploited the social space for
customer marketing.
The focus will be on Social
influence and Sentiment analysis
Traditional CRM has three major customer facing components
CRM will facilitate outcome based
selling, cross-selling and up-selling
Such compartmentalization is now blurred,
as customers demand dynamic service beyond what
functional silos can offer.
SALES SERVICE MARKETING
2017is tipped to be
the year of
social CRM
http://www.superoffice.com/blog/crm-software-statistics/
http://www.cmswire.com/customer-experience/7-top-crm-trends
-for-2017-a-look-ahead/
http://www.destinationcrm.com/Articles/Editorial/Magazine-Features/
10-CRM-Trends-to-Watch-in-2017-115513.aspx
http://blog.capterra.com/5-crm-trends-to-watch-in-2017/
http://www.optimove.com/blog/7-top-crm-trends-for-2017
The key
elements
of AI are:
Machine
learning
Predictive
algorithms
Cognitive
computing
Deep
Learning
Integration of CRM with
Virtual Reality or Augmented
Reality will revolutionize field
jobs. For example, marketing
executives, will be able to create
product demos realistically.
Virtual Reality and
Augmented Reality
set to invade CRM
Allow more optimal
allocation of the
marketing workforce
34% of companies are
estimated to achieve 20% to
30% improvement in
productivity through proactive
knowledge sharing
The norm will be to develop
CRM’s specifically for process-driven industries like:
Such industry-specific CMS, will have every functionality
to suit specific business models
Field Service Real Estate eCommerce Financial Services Gaming
In 2017, CRM solutions will overcome existing challenges of:
suyati.com
Forecasts sales
accurately
Microsoft acquired Parature,
Aptean acquired Knova and
Oracle acquired RightNow,
Q-go, and InQuira
Customer analytics will
offer deeper insights by
delving into the “why”
of a behaviorPredictive
analysis will allow
CRM to
CRM vendors are increasingly
incorporating knowledge
management into their
core offerings, to enhance
the functionality of
their core CRM
Data integration
from various silos Implementation Deployment
Vendors with integration-ready partnership will gain ground.