The More Things Change, The More They Stay The Same The way we do business has not changed, people still buy from people, but the amount of channels built into the funnel has increased. As long as there are sales, services to be deployed, help desk, and customer support tickets to be tracked and completed, CRM will be the core logic in each situation. The question is, can your CRM funnel handle being the central data repository? Is it set up to be the only tool to manage your organization's customer expectations, experience, and employee performance? The value of a quality living human-centric CRM has become clear over the last couple of months as COVID redefines how businesses operate and where CRMs are not making the grade. Organizations' business models have been minimalized to survive the changes in our global economy, but many without a robust but precise plan of adjusting the tool that needs to manage it all.
Online is Still King The way we live, work and communicate with each other and in business has fundamentally changed. Online is king. Face to face is now screen to screen. While I agree there is no one post-pandemic cure pill or strategic management solution, a successful one will be Ai-driven, data-rich, customer-centric, and hosted within the cloud. Whether it is an SMB or Enterprize, brands are struggling with some rather unprecedented changes to find a balance between values from a pre-pandemic era and the trends leading up to a post-pandemic period. 2020 was the year of change and the beginning of innovations, but it did not provide businesses with a perfect 20/20 vision on adapting to the new reality ahead while staying true to their vision.
Change Is Inevitable
One thing is sure, this is not the end of CRM, but just the end of the beginning of CRM. Adaptability and agility is the real key to success for any CRM. The winning brands will remember to remain human-centric and in-sync with metamorphosing customer needs and expectations.
The Future of CRM
As machine learning takes the inanimate to animate, CRM will become alive. A living, breathing, thinking technology based on the powerful core features that businesses know and love. CRM will be reconfigurable and evolvable hardware, autonomously self-reproducing logical responses, and freeing up internal human resources to advance the customer experience. To stay at the forefront of technological advancement in CRM, follow us at www.tasksuite.com. The future is now.
By Marvina Case, TASKSUITE
Коментари