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CRM solutions have quickly evolved over the past few years, harnessing new technologies as they appear. Known for their flexibility and scalability, CRMs can now do a lot more than just help you manage your contacts. Curious what CRM solutions look like in 2022? Here’s a look at some of the most prevalent 2022 CRM trends!
CRM trend #1: Integration to operations
While CRM solutions used to be known as a sales tool, they can now do much more than that. By integrating your CRM to operations, you can really unleash their true potential. Both the sales and operations teams will benefit from greater visibility on the pipeline for better planning, while management has access to the reports and information they need. Win-win!
CRM trend #2 More personalized experiences
Nowadays, customers expect great customer service, and thanks to their capabilities, CRM solutions can now provide. By centralizing all of your customer information, including past purchases and invoices, your employees can provide a higher level of service every time. Moreover, marketing automation tools let you adapt your communications based on past interactions at every step of the customer journey.
CRM trend #3: Artificial intelligence capabilities
CRM suppliers have started integrating AI capabilities to their solutions for a couple of years now, and we’re starting to see the full potential of these features. Microsoft Dynamics 365, for example, uses the predictive power of AI to analyze data for better forecasting, lead scoring, and win probability. This facilitates decision-making, improving conversation rate and, in turn, profitability.
CRM trend #4: More automation with workflows
Automation workflows are getting more and more robust, allowing you to automate various tasks and processes. For example, Microsoft Power Automate lets you automate processes across various applications to eliminate repetitive tasks and time wasted switching between various apps. This saves time and boosts productivity, allowing your employees to focus on high-value tasks.
CRM trend #5: Self-service CRM
Customers today often prefer to troubleshoot and resolve issues on their own. Self-service portals let customers find the information they need through knowledge bases or FAQs, or log in to access their own information. Power Apps portals, for instance, are web-based portals that provide a personalized customer experience and also free up your service team to focus on higher-priority issues.
CRM trend #6: Higher mobility
With remote work now ubiquitous, it’s more important than ever for users to access their data and tools without being tied down to a specific device. CRM solutions now focus on offering a unified experience to users from the device of their choice, ensuring the information and tools they need are at their fingertips at all times.
CRM trend #7: Social CRM
Businesses can no longer ignore social networks like Twitter and Facebook. A social CRM integrates social networks into your CRM for a complete overview of customer interactions, including those on social channels. This lets you nurture potential leads, keep track of what is being said about your organization, and engage with customers in a timely manner.
This was just an overview of what to expect from CRM solutions in 2022. CRM solutions are now robust platforms that can do much more than just assist your sales team. As such, implementing a CRM solution within your organization should be a decision involving all departments, and not just the sales team. This way, everyone across your organization will benefit from better visibility and access to data, streamlined processes, and greater mobility. Are you planning on implementing a CRM solution in 2022? Contact JOVACO and discuss with one of our experts to get started.
By JOVACO Solutions, Microsoft Dynamics 365 specialist in Quebec
About JOVACO Solutions
JOVACO Solutions is a leading ERP and CRM solution provider operating for over 35 years. As a specialist of Microsoft Dynamics business management solutions, we offer a wide range of products and services to meet all the needs of professional services firms and project-based organizations. We also offer specialized project management tools and timesheet add-ons fully integrated to Microsoft Dynamics solutions. Visit our website or contact us for more information.
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