Modern technologies are significantly changing our daily lives. They are also reflected in our expectations and our consumer behavior. Companies must respond to these changes and properly embrace technology in their business models. The area directly related to customer relationship management! which is CRM ! is no exception .
In recent years! there has been a lot of talk about CRM being on the rise and its importance in corporate strategy growing. However! modern technologies are taking CRM systems to a whole new level and each innovation represents a literal revolution in customer relationship management. Automation! social networks and artificial intelligence are currently playing the biggest role in CRM .
1. Artificial Intelligence (AI)
Artificial intelligence is probably the most anticipated technology that will impact and transform businesses the most. The advent of artificial intelligence will also change the way companies manage customer relationships! sell their products and services! and manage their marketing activities.
In sales alone! we can already see how AI elements help chinese overseas asia database salespeople better prioritize individual activities or recommend the most appropriate steps to successfully close business opportunities. They help perform more advanced activities on behalf of the salesperson! such as sending an automated email if the customer has not responded to the offer sent. Simply put! AI helps focus on activities that really matter and the other “unimportant” activities are handled by the system.
The use of AI is slowly making its way into CRM systems advantage campaigns on facebook: learn the best strategy and making their work easier for companies. Artificial intelligence can! for example! prioritize prospects! automatically complete data! or recommend next steps for a salesperson or products for a customer. Some systems can also classify customers themselves. Image classification using artificial intelligence is also of great benefit. It is widely used! for example! in the field of field worker management. The customer takes a photo of damaged parts and the system itself evaluates whether the part needs to be replaced. Thanks to artificial intelligence! CRM products also process large amounts of data into clear insights and reports. Artificial intelligence thus represents an opportunity to save hours of manual work and also a possibility to transform your CRM and business processes.
2. Social CRM
Many of us spend hours on social media or in various applications. These technologies connect us and allow us to communicate and share our thoughts or experiences with anyone across the world. Social CRM is the integration of social networks into CRM and contact with customers through their preferred communication channels. CRM becomes the control tower of all customer communication and interaction. Every single user of the CRM system – from a call center worker! to a salesperson! to a manager – has a complete history of customer communication across all communication channels. Thanks to social CRM! companies can communicate with their customers wherever their customers are and share their experiences with the company’s products or services.
The key advantage of social CRM is real-time interaction thailand data with customers. Therefore! by using social CRM! companies can act faster! respond better and anticipate future customer needs. Communication is not only one-to-one! but also one-to-one-to-many. The response to an individual’s query will therefore also affect the perception of a wider audience.
A typical example is sharing negative experiences on social networks. It is the connection of social networks that makes it possible to respond to the given feedback in real time. Through appropriate communication! companies can deepen relationships with current customers and establish new partnerships! on a platform that is close to them.