Customer Relationship Management practices continue to evolve with each year bringing newer and more efficient ways to ensure customer success.
Here's CRM trends you should look out for in 2017?
More Efficient Social CRM.
Studies show that 46% of consumers use social media when making a shopping decision.
We are also slowly giving up on getting issues fixed through calling customer care agents, aren’t we? Especially when we are confident that the solutions we seek could be provided in a less painful way via Twitter or Facebook or any other social media channels.
Efficient social CRM is invaluable to your organization and will enable you to monitor customer reactions, generate leads and improve customer relationships and loyalty.
Did you konow you can now manage your Facebook feed through Ongair?
Go mobile or go home
Over 50% of smartphone users grab their smartphones after waking up!
Mobile device penetration is unstoppable and accessing your customer relationship management solution from any mobile device, is a must have feature for 2017. Smartphones are now a firm establishment of our lives.
According to Statista, globally the overall number of mobile phone users reached 4.43 billion in 2015 and is estimated to grow to 4.77 billion in 2017. It is, therefore, important to look out for mobile friendly CRM solutions that ensure you stay on top of the ever-evolving mobile world.
In 2017, CRM service providers will provide more efficient predictive analytics capabilities that allow businesses to act on customer data and predictive insights across their customer journeys.This is by tapping into purchase trends data and prospects’ activities to better identify specific sales opportunities and ease the movement through the different funnel stages.Have you checked out the new Ongair Reports?
Instant Messaging Apps
Messaging apps such as Facebook Messenger, Whatsapp and WeChat which were initially solely intended for personal communication now offer more efficient and personalized customer engagement opportunities for businesses.
Today, messaging apps are the most used apps globally as they offer a continuous conversation thread with your customers which creates stronger brand-customer relationships. Through this apps you make yourself available to your customers with very little effort needed on their part.
Embracing this trends for your Customer Relationship Management will definitely give your organization a competitive advantage.
What do you think about this trends? Share your thoughts.