CRM trends

A CRM is a tool that makes it possible to manage a company’s relationship with its customers and prospects. The Smart CRM software offers the possibility to have contact management targeted for exploration, combined with collaboration and communication between each employee amplified, optimized management of marketing campaigns, and more efficient business development.

Since its creation, the customer relationship management (CRM) tool has continued to evolve with the arrival of new digital channels and the growing importance of the user experience. New features have arrived and its market is booming! With an average annual growth of 6% over the coming years, the CRM market should therefore reach 1,065 million euros in 2021.

Do you want to know the CRM trends in 2021? We explain everything in this article!

CRM trends in 2021

First of all, the number one CRM trend in 2021 is Business Intelligence. Today, the rise of big data has increased the volume of data in companies. Also, a BI (Business Intelligence) tool, integrated into CRM, will make it possible to obtain real-time dashboards, precise reporting, and analyze the data visualization available. The objective, through Business Intelligence, is to better understand customer expectations, to anticipate them, and to adapt commercial actions to situations.

The second trend concerns the user experience. It consists of evaluating the feelings of a user who discovers the interface and the functionalities of the CRM. The tool must therefore be a powerful, intuitive, and easy-to-use mobile solution since the main users are nomadic salespeople. CRMs must therefore meet the different needs of salespeople through the ease of access, ease of use, real-time information, and applications accessible on the move.

Then, CRMs are “mobile-first”. The term “mobile-first” means that the tool’s interface is created, tested first on smartphones, then it is adapted to larger screens. Indeed, the traffic on smartphones and tablets provided to employees continues to increase, users want information available and updated in real-time.

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