CRM technologies that will impact businesses in 2017
The CRM software market will grow even faster this year and Cloud-based CRM technologies will set the pace of changes to come
There are many different ways in which companies can use digital technology to accelerate their growth and bring about organizational transformation. Rapid technological advancements in areas like Internet of Things (IoT) and Artificial Intelligence (AI) are driving the evolution of how businesses engage with customers, empower their employees, optimize operations within the organization and develop their products.
Here we will look at the innovations and technologies that are shaping the future of Customer Relationship Management (CRM) systems and that are expected to shake up the global marketplace, both for vendors and CRM customers alike.
Analytics, Machine Learning, and AI will lead CRM innovation
According to the latest 2016 Gartner Hype Cycle report, emerging technologies such as Machine Learning, Artificial Intelligence (AI) or the Internet of Things (IoT) platform are some of the digital solutions gaining momentum among the enterprise that are poised to lead the digital transformation in the coming years.
Businesses are overwhelmed with enormous amounts of data from a world of hyper-connected consumers. The ‘data everywhere’ reality represents a challenge for organizations, who do not have the capacity to process, analyse or comprehend all the data they have in their CRMs and gain better insights from it.
Customers are seeing that innovative Cloud-powered solutions applied to CRM systems are delivering real benefits to digest these pools of information. For example, predictive modelling from machine learning is helping to create opportunities to scale across their business or improve the customer experience with the product, artificial intelligence (AI) powered bots can help to take the guesswork out of marketing decisions to improve customer engagement, and with advanced analytics they can get a real picture of the organization that enables action.
Social engagement will thrive with extended capabilities
More and more, companies understand that B2B social media marketing plays a fundamental part of their relationship with customers. Their audience is online and lives within digital networks such as LinkedIn, Facebook, Twitter or blogs.
However, there is still a sense of scepticism among organizations due to the lack of performance data and a perceived inability to measure the effectiveness of social media interactions. How can companies get better social insights to ensure that their online engagement initiatives meet their objectives for lead generation and lead nurturing?
In Microsoft Dynamics 365, you can get powerful social insights by connecting Microsoft Dynamics 365 to Microsoft Social Engagement. Microsoft Social Engagement collects data from social media websites and presents it in charts and graphs that businesses can use to spot emerging trends, who is mentioning their brand, where they posted the comment, and exactly what they said. With social insights, it becomes easy to identify what is working well and address potential issues at the right time.
You can find a lot of helpful and easy to follow information about social listening and social insights in Dynamics 365 in this book: eBook: Microsoft Social Engagement for CRM.
Seizing the CRM opportunity on the Cloud
The CRM opportunity is growing in leaps and bounds. Regardless of what you sell today—Office 365, Microsoft Azure, Microsoft Dynamics CRM or ERP— now is a great time to use Dynamics CRM to for your own efforts and capitalize on that opportunity with your customers.
Partners can leverage Dynamics 365 to play an integral part of their cloud story. With intelligent business applications across CRM and ERP, Microsoft Dynamics 365 deliver significant value to customers with apps that work together seamlessly in the Cloud.
If you want to learn more about how you can expand your Cloud business with the latest Microsoft solutions of CRM, here are some useful tips to help you leverage Dynamics 365 with your customers and accelerate your Cloud business.
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