Being Up To Date On CRM Software. The New Trends For 2022

92% of businesses say that CRM is a crucial tool in achieving their revenue goals. Growing adoption of CRM software, sharper insights powered by AI, and more sophisticated data integration are all examples of the future of customer relations management. Most businesses have leveraged only a limited number of benefits of CRM solutions and are still struggling to deal with issues like data consolidation and integration.

Social CRM for the post-Covid-19 era

Statistics

•68% of customers are more likely to use online communities such as chat rooms or forums.

•78% of salespeople who engage in social selling outperform their peers.

•The productivity of sales representatives has increased by 26.4% since they added access to social and mobile networks to their CRM applications.

•During the COVID-19 pandemic, digital sales have increased by 18% and 14% of shoppers now rely on social media for their purchases.

Recommendations

•Sell ​​digital and traditional engagement “remotely”.

•Integrate social media channels with a CRM platform.

•Build a stronger commitment and trust in the brand versus the 1 to 1 relationship.

Complete customer experience

Statistics

•86 % of consumers are willing to pay more for a better customer experience.

•49 % of customers report making impulse purchases after a great personalized experience with a brand.

•89 % of consumers have switched to a competitor after a bad customer experience with a brand.

Recommendations

•Plan your customer journey

•Map the entire purchase and life cycle

•Articulate tactics that are unique to your business for customer success

CRM & business processes: a perfect match

Statistics

•The productivity software market, which includes desktop and collaboration applications, is expected to reach nearly $62 billion by 2022, with revenues expected to grow to $85 billion by 2025, according to Statista.

•60 % of occupations could automate at least a third of daily activities, according to McKinsey.

•Salespeople spend barely a third of their day talking to prospects.

•21 % of their day writing emails ;

•17 % to enter data ;

•17 % looking for leads ;

•12 % attend internal meetings; 12 % schedule calls.

Recommendations

•Efficiency: 1 million jobs available in Canada (10.44 million in the US).

•Not just sales!

•More automated processes, including marketing automation.

Artificial Intelligence & Machine Learning at the heart of CRM

Statistics

•17 % of sales representatives’ time is spent on data entry, the equivalent of nearly one workday per week.

•65 % of companies using a Mobile CRM achieve their sales goals.

•28 % of companies have already adopted artificial intelligence in their CRM.

•63 % of companies that have implemented artificial intelligence in their CRM say it has contributed to increased revenue.

•58 % have integrated at least one element into a process or product.

•30 % have integrated artificial intelligence in all departments of their company.

Recommendations

• The top 3 benefits offered by artificial intelligence: :

1. Improve product and service offering
2. Optimize internal business processes
3. Make better decisions

•Predictive sales and marketing with purchase intent analysis

•Learning about audiences

•Voice technology on the rise (contactless CRM)

•Indicator from the 360 profile

A different orientation for the implementation

Statistics

•88 % of customer experience departments say that the pandemic has exposed their technological weaknesses.

•77 % of customer experience representatives find their jobs much more strategic than they did 2 years ago.

•81 % of customer experience executives had to accelerate their digital initiatives due to the pandemic.

•91 % of companies with 10 or more employees use a CRM.

Recommendations

•The arrival of “Low Code” customization tools

•Publishers aim for ” start-up to large enterprise”

•Several small projects versus large, expensive and risky projects User adoption at the heart of the project.