It’s that time again. In addition to shopping for gifts and attending holiday parties, December is also prediction season. Here are five CRM predictions that we think we’ll see in 2016.
Do you have a prediction of your own? We’d love to hear it. Please post in the comments section below.
1. UX will be big in 2016: Companies that focus on differentiating themselves by providing a fantastic customer experience will thrive. While the “improving customer experience” concept has been a major initiative in the CRM space for some time, what really drives great customer experiences is customer-facing employees having the right information and tools to best serve the customer at exactly the right time. Traditional CRM has fallen short in this area. In 2016, CRM users will have access to enhanced, modern interfaces that incorporate social and mobile customer data to empower the employee to drive extraordinary customer relationships. A fantastic user experience will mean more intelligent CRM practices, which will make it much easier to execute a seamless customer journey from awareness and purchase to retention and advocacy.
2. Personalized Analytics: Predictive analytics will be the next big data trend, and soon salespeople and marketers will use predictive analytics to forecast the impact of their activity and provide more personalized pitches or content to individual customers. Modern CRM applications are beginning to provide greater analytics for the individual user. Nimble, and consumable tools will be embedded into CRM and provide sales, marketing and support professionals with customer preferences and history, helping them engage throughout the customer journey. CRM is moving toward “systems of engagement” that use predictive analytics to cut through the big data noise to uncover actionable customer insights.
3. Data Privacy Concerns will Affect SaaS CRM Deployments: Today’s online privacy concerns and dispersed data landscape have sparked legislation mandating how and where companies store customer data. A well-designed and tightly-integrated CRM is imperative to any organization’s security and compliance efforts. However, the “cookie cutter” model of multi-tenant, proprietary public cloud offerings is not always sufficient for global business. Companies in highly regulated industries, and those who operate globally must address data privacy laws and mandates. In 2016, more companies will opt to deploy CRM with cloud agility, meaning they can maintain security and control of customer data, choose the best public, private or hybrid cloud deployment model (as well as on-premise) for their business, and ensure regulatory compliance. The good news with modern CRM is there are many options for those that are feeling the effects of these changing regulations around the world.
4. Mobile CRM will get even better: Mobile is, and will continue to be a rising focus for the CRM space. One of the great benefits of CRM is that it allows businesses to organize themselves more effectively. However, as the workforce is dispersed and people spend time out of the office, a mobile CRM app is crucial so those valuable interactions while on the road aren’t left behind. In the past, many mobile CRM apps have had limited functionality. As we move forward, mobile platforms will become more powerful. You’ll see smart phones display the latest analytics and dashlets via their CRM. In addition, users will be able to better customize their mobile experience to get the data they want and transform that data into actionable tasks to address customer needs in real-time.
5. CRM and IoT will become intertwined: Smart companies want to stay a step ahead of their customers so they can provide information before the customer even knows they need it. Smart devices can offer new ways to deliver on that promise. The potential of harnessing the data of billions of connected devices and integrating that data within the CRM to create extraordinary customer relationships is very exciting. CRM platforms will evolve to work with the data that is being generated, make sense of that data and communicate to the people who can benefit from the analysis so they can perform real actions to help the customer. Many innovative organizations have already embraced the potential of smart devices to deepen all types of relationships. Check out our Vetadvisor case study to learn how the organization has integrated Fitbit bands into its SugarCRM deployment.