Five CRM trends that are transforming customer relationships
Posted: Mon Dec 09, 2024 10:58 am
According to Forrester’s Customer Experience Index, companies with better customer experience grow revenue five times faster than competitors with poorer CX.
New models of “customer-centricity,” which put customers at the center of business strategies, enable companies to distinguish themselves from loan phone number data their competitors more strongly by offering a differentiating customer experience (CX). According to the Forrester Customer Experience Index, companies with better customer experience grow their revenue at a rate five times faster than competitors with worse CX.
5 trends that are transforming CRM
According to a recent Forrester study, “ the COVID-19 pandemic has exposed the fragility of CRM systems .” Companies with outdated systems that have not been able to quickly move to digital sales or have effective digital customer services have lost the trust of their customers. The new challenges facing companies are having a catalytic effect on the adoption of modernized CRM solutions.
This new CRM can be tailored to industry-specific workflows and business models to deliver unique and complex customer experiences. It also offers agile and adaptable cloud services, and facilitates the integration of other applications that complement core CRM functions and add value.
These solutions allow companies to acquire a 360º view of their customers and are a fundamental pillar when it comes to standing out from the competition. Choosing the most suitable one for your company is key to maximising investment and results, but, to make this decision, it is advisable to be aware of the latest trends that are shaping the CRM landscape and which, according to the Forrester study, are the following.
Interactions move away from traditional channels
Customer interactions are moving away from corporate websites and digital channels and toward third-party touchpoints and digital channels. For example, data collected by Forrester shows that David's Bridal, the American wedding dress brand, made $30,000 in revenue from the Apple Business Chat app in the weeks after its launch.
To be able to offer these experiences and adapt to these new levels of digitalization, companies must modernize their basic CRM processes.
New models of “customer-centricity,” which put customers at the center of business strategies, enable companies to distinguish themselves from loan phone number data their competitors more strongly by offering a differentiating customer experience (CX). According to the Forrester Customer Experience Index, companies with better customer experience grow their revenue at a rate five times faster than competitors with worse CX.
5 trends that are transforming CRM
According to a recent Forrester study, “ the COVID-19 pandemic has exposed the fragility of CRM systems .” Companies with outdated systems that have not been able to quickly move to digital sales or have effective digital customer services have lost the trust of their customers. The new challenges facing companies are having a catalytic effect on the adoption of modernized CRM solutions.
This new CRM can be tailored to industry-specific workflows and business models to deliver unique and complex customer experiences. It also offers agile and adaptable cloud services, and facilitates the integration of other applications that complement core CRM functions and add value.
These solutions allow companies to acquire a 360º view of their customers and are a fundamental pillar when it comes to standing out from the competition. Choosing the most suitable one for your company is key to maximising investment and results, but, to make this decision, it is advisable to be aware of the latest trends that are shaping the CRM landscape and which, according to the Forrester study, are the following.
Interactions move away from traditional channels
Customer interactions are moving away from corporate websites and digital channels and toward third-party touchpoints and digital channels. For example, data collected by Forrester shows that David's Bridal, the American wedding dress brand, made $30,000 in revenue from the Apple Business Chat app in the weeks after its launch.
To be able to offer these experiences and adapt to these new levels of digitalization, companies must modernize their basic CRM processes.