Earlier this year, Forrester released its report,
Forrester predicts that “insights derived from the web of connected devices (the “Internet of Things”, or IoT) will be better leveraged within CRM to offer deeply personalized engagement delivered in context, better planning and anticipation of future customer needs, proactive - even preemptive - service with faster resolution, and better customer satisfaction.” Of course, included here is the clear fact that, in parallel, mobile capabilities are becoming more powerful as well. That’s a critical point, too, since salespeople spend more time out of the office in sales meetings and traveling. So as time moves on, CRM vendors are investing in their mobile platforms to make them more powerful. We think that to stay competitive they’ll have to offer powerful mobile and tablet apps that in the long run will enable salespeople to close more deals, be better prepared for meetings and report more accurately.
Microsoft recently added voice commands to their Dynamics CRM app for Windows phones. With voice commands, salespeople can bring up CRM records, add notes, and get facts that can help them close more deals.
One key trend we see is the realization that social media is becoming essential to all areas of business. As such, CRM is adapting so that your people can always have their ears to the ground. Putting employees in the conversation means your business can get things right. Salespeople can spot new opportunities and respond to competitive threats with precision. Marketing teams can use social insights to fine-tune messaging, and customer care teams can use sentiment analysis to understand customers and to make interactions more meaningful.
As a regional CRM expert and