What direction is CRM software currently heading?

  • 3 September 2021
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What direction is CRM software currently heading?
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1. Business revolves around the customer today more than ever, making the customer experience (CX) a vital brand differentiator. What’s more, customer experience is on the top-five list of priorities for 65% of executives in the next three years, according to joint research from Forbes and Salesforce.

2. Artificial Intelligence
AI is not only here, it’s experiencing the major growth people have expected. The 2020 State of Marketing report indicated that marketers using AI jumped from 29% in 2018 to 84% in 2020.

3. Mobility
Mobility has long been a central component of sales activities. An Aberdeen Group study from back in 2012 was already highlighting the importance of extending CRM systems beyond the confines of the office.

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