Before moving to the contents of this Infographic by UXC Eclipse, I’d like to share with you a couple of updates and insights. In February 2014, Forrester bloggers announced a series of discoveries and predictions for what concerns the future of CRM, in this blog entry. Now I have stated on and off on the importance of data for every business owner, marketer or average user, as well as why it is important to work with data on our side: the main reason is because data leads to technology and innovation. It can identify patterns and missing links, offering us insights that we often ignore or are unable to identify them ourselves.
10 Trends were identified for CRM (customer relationship management), which are closely linked to E-commerce and user online behavior. See the most important ones below.
#1. Companies should invest more in Customer Experience
Experience driven companies handle the Customer Relations in a better manner than companies that lack the CX. Experience is obtained only by understanding customer needs, measuring actions, planning strategies, designing and being part of a culture (value).
#2. Companies should embrace tools for an outside perspective
This is where Mobile CRM made its own world, setting itself free from the traditional CRM tools. Startups were given the opportunity to either build tools and services based on industry giants’ existing consumer pool or to play with innovation and bring a fresh new perspective.
[Tweet “The mobile mind shift is what makes CRM grow and reinvent itself as a concept and business.”]
#3. Companies should become Digital Disruptors
Digital disruption is an ubiquitous word in 2015, and it was also ubiquitous in 2014. A company should provide its customers and service consumers with tools that imply more time earned and less money spent. The majority of players were open to such XXI-st century updates, after years of living in the god forsaken past.
#4. Big Data to turn into Customer Insights
As shocking as it may seem, finally companies are more than encouraged and rather forced by the circumstances to pay their respects for what was bought in the past by customers. In 2014, there were clear signs (*read Infographic section Business Intelligence) of companies paying more attention to big data, however these actions need to become more solid in 2015.
#5. Companies finally to check their social media messages
After more than 10years of existence, social media proves to companies that a Facebook page or Twitter account does not feed the mouth of the people. Replies, comments and solutions to real problems do. As surprising as it seems, 5 out of 6 business didn’t check their inbox on social media platforms in 2014. Fingers crossed for a change this year!
The Technology Budget Balancing Act – an Infographic addressing key factors in e-commerce enterprise wellbeing states even better the fact that companies need to act now and improve their CRM, all for the benefit of companies, retailers and consumers alike.