Customer Relationship Management (CRM) systems are evolving rapidly, reshaping how companies connect with their customers.
As technology and consumer expectations shift, businesses need to leverage new CRM features to enhance personalisation, streamline operations, and boost engagement.
From AI-driven insights to personalised systems, staying on top of CRM trends is essential for your business to remain competitive and deliver exceptional customer experiences.
In this blog, we highlight five major trends shaping the future of CRMs:
- AI
- Mobile usage
- Automation
- Self-service CRMs
- Xaas
1. AI
In 2024, it was reported that 56% of businesses are using AI to improve and perfect operations and we can’t imagine it’s going to slow down as AI continues to progress.
AI is already being used to enhance customer interactions, automate tasks and provide personalised experiences. By automating repetitive tasks, analysing vast amounts of data, and offering real-time insights, AI helps businesses deliver more personalised and efficient customer experiences.
From chatbots providing instant support to predictive analytics identifying potential leads, AI is enhancing every aspect of CRM functionality, allowing teams to focus on building stronger, more meaningful relationships with their customers.
2. Mobile usage
Mobile capabilities in CRMs are becoming essential as businesses strive to stay connected with their customers on the go. Modern CRMs now offer robust mobile apps that enable teams to access customer data, track interactions, and manage tasks from anywhere.
Mobile platforms empower sales and support teams with real-time updates, instant communication, and the ability to provide seamless service, no matter where they are. The rise of mobile CRM means greater flexibility, faster responses, and improved productivity across the board.
3. Automation
By automating repetitive tasks such as data entry, follow-up emails, and scheduling, companies can free up valuable time and resources.
Automation tools ensure that no lead or opportunity falls through the cracks, streamline customer service processes, and help maintain consistent communication. This not only boosts efficiency but also allows teams to focus on more strategic activities, improving overall customer satisfaction and business growth.
4. Self-service CRMs
A self-service CRM is a customer relationship management system that allows customers to access resources, perform tasks, and resolve issues on their own without the need for direct interaction with support teams. It typically includes features like knowledge bases, FAQs, community forums, and AI-powered chatbots, enabling customers to find solutions to their questions, update their account information, track orders, or even initiate returns.
This type of CRM not only enhances customer satisfaction by providing quick, round-the-clock support but also reduces the workload on customer service representatives by handling routine inquiries. It’s a win-win for both businesses and customers, promoting faster service and greater convenience.
5. Xaas (everything-as-a-service)
XaaS (Everything as a Service) is revolutionising CRM systems, driving a shift towards more flexible and cost-effective solutions. Scalability is a key benefit, allowing CRMs to grow with your business. With XaaS, you avoid hefty upfront costs and opt for a subscription model, making budgeting easier.
Cloud-based solutions offer flexibility, enabling you to choose the functionalities that best fit your needs. Continuous updates ensure access to the latest features and security improvements. Remote access fosters better collaboration and advanced integrations streamline workflows.
XaaS models like DaaS (Data as a Service) enhance data management and provide real-time insights. Embracing XaaS allows businesses to stay agile and competitive in a fast-paced market.
Get on top of your CRM with a custom-built system
Elevate your CRM strategy with a custom-built system tailored to your unique needs. Unlike off-the-shelf solutions, a custom CRM can be designed to fit your specific workflows, integrate seamlessly with your existing tools, and scale as your business grows.
A bespoke approach ensures that every feature and function aligns with your business goals, providing a more intuitive and efficient user experience.
By investing in a custom CRM, you can optimise customer interactions, streamline operations, and gain a competitive edge in the market.
