APAC CIO Outlook
  • Home
  • CXO Insights
  • CIO Views
  • News
  • Conferences
  • Newsletter
  • Whitepapers
  • About us
Apac
  • Admired Tech

    Agile

    AI Healthcare

    Artificial Intelligence

    Augmented Reality

    Aviation

    Big Data

    Blockchain

    Cloud

    Cryptocurrency

    Cyber Security

    Digital Transformation

    Drone

    HPC

    Infrared

    Internet of Things

    Networking

    PropTech

    Remote Work

    Scheduling Software

    Simulation

    Startup

    Storage

    Wireless

  • Banking

    E-Commerce

    Education

    FinTech

    Food and Beverages

    Healthcare

    Insurance

    Legal

    Manufacturing

    Pharma and Life Science

    Retail

    Travel and Hospitality

  • Atlassian

    CISCO

    Microsoft

    Oracle

    Salesforce

    SAP

    ServiceNow

  • Business Intelligence

    CEM

    Cloud-based Planning

    Cognitive

    Compliance

    Contact Center

    Contact Tracing

    Contactless Payments

    Content Management System

    Corporate Finance

    CRM

    Custom Software Development

    Data Center

    Enterprise Architecture

    Enterprise Communications

    Enterprise Contract Management

    ERP

    Field Service

    HR Technology

    IT Service Management

    Managed Services

    Procurement

    Product Management

    RegTech

    Revenue Management

    Sales Tech

Menu
    • Augmented Reality
    • Agile
    • Cognitive
    • Cyber Security
    • Digital Transformation
    • Atlassian
    • E-Commerce
    • Managed Services
    • RegTech
    • CISCO
    • Blockchain
    • IoT
    • MORE
    #

    Apac CIO Outlook Weekly Brief

    ×

    Be first to read the latest tech news, Industry Leader's Insights, and CIO interviews of medium and large enterprises exclusively from Apac CIO Outlook

    Subscribe

    loading

    THANK YOU FOR SUBSCRIBING

    • Home
    • News
    • CRM
    Editor's Pick (1 - 4 of 8)
    left
    Accelerating Petcare Innovation through CRM and Digital Vision

    Miao Song, Chief Information Officer, Mars Petcare

    Implementing Technology that Understands your Business

    Michael Everly, Chief Information Officer, D&H Distributing

    Managing Information Technology- A Race to the Finish

    Joe Iannello, VP & CIO, Capital Metro

    Optimized Customer Experience through Technology

    Arnold Leap, CIO, 1-800-Flowers.com

    Integration Enables Omni-channel Experiences

    Bill Dyer, CTO & Head of Strategy, Alcatel-Lucent Motive

    IT Succors Customer Retention and Customer Life cycle Management Processes

    Anthony Thomas,

    Evolving Customer Relationship Management: Move Fast or Die Trying

    Ed Ariel, Vice President of Service Operations, ezCater

    Importance of Customer Relationship Management Implementation

    Drew Fredrick, Vice President, Home Building Technology, Clayton Homes

    right

    Key 5 CRM Trends to Follow in 2020

    By Apac CIO Outlook | Friday, August 28, 2020
    Tweet

    As customers receive self-service content and processes more than agent-assisted channels, organizations have increased their investment in self-service technologies to enhance customer satisfaction.

    Fremont, CA: Modern customer relationship management should be the primary technology for customer engagement to deliver experiences that will keep customers to return, and businesses must provide the best service to gain optimal customer satisfaction.

    Here are five trends for CRM in 2020:

    Hyper Personalization Supports One-to-One Interactions

    Customers will want engagement personalized to their history, preferences, context, and intent. CRM will use customer intelligence gathered from unstructured interaction data to boost one-to-one conversations. The data collected will be from conversational styles, broader demographic data, and social data, buying indicators, relationship graphs, and life events.

    Self-Service for End-To-End Customer Journey Support Increases

    Top 10 CRM Consulting/Services Companies - 2019Many customers self-serve as the first point of contact with businesses, while B2B buyers prefer to self-educate than interact with a seller. As customers receive self-service content and process more than agent-assisted channels, organizations have increased their investment in self-service technologies like commerce solution, chatbots, marketing resource management solutions, knowledge management, customer-facing configure price quote (CPQ) solutions, and much more.

    Check Out: Top CPQ Companies

    Customer Value Models Drives Ongoing Customer Success

    As organizations lean towards their success, they will switch to expansions, subscription models, and renewals. With onboarding and CRM technologies, it will offer front-line employees improved visibility of the customer’s value. Additionally, CRM licensing models that emphasize on business value and outcomes will increase.

    Unified CRM Boosts Targeted Role-Based Experiences

    Excellent customer experience depends on personalized role-based experiences provided by an integrated CRM with a secure connection to back-office application and not by departmental, siloed CRMs. There will be further integration of departmental CRMs into broader business solutions.

    AI and Automation to Improve CRM Outcomes

    AI-based CRM navigates sellers and agents to choose the right actions, enhance campaigns, pricing, product configurations, and encourage them with the correct insights. Companies will focus on robotic process automation (RPA) and bots that have better ROI.

    See also: Top Robotic Process Automation Consulting/Services Companies

    tag

    ROI

    Customer Experience

    Weekly Brief

    loading
    ON THE DECK

    Retail 2021

    Top Vendors

    Compliance 2021

    Top Vendors

    Previous Next

    I agree We use cookies on this website to enhance your user experience. By clicking any link on this page you are giving your consent for us to set cookies. More info

    Read Also

    The Advantages of Blockchain in lot

    The Advantages of Blockchain in lot

    Three Benefits of Deploying Cloud Telephony System

    Three Benefits of Deploying Cloud Telephony System

    Technology Trends that Bring Revolutionary Changes in the Way Education Imparted Before

    Technology Trends that Bring Revolutionary Changes in the Way Education Imparted Before

    What Is the Role of AI in Managed Services?

    What Is the Role of AI in Managed Services?

    Four Mistakes to Avoid when Implementing Digital Transformation

    Four Mistakes to Avoid when Implementing Digital Transformation

    How Edge Computing will Address IoT Challenges?

    How Edge Computing will Address IoT Challenges?

    Loading...

    Copyright © 2021 APAC CIOoutlook. All rights reserved. Registration on or use of this site constitutes acceptance of our Terms of Use and Privacy and Anti Spam Policy 

    |  Sitemap |  Subscribe

    follow on linkedinfollow on twitter follow on rss
    This content is copyright protected

    However, if you would like to share the information in this article, you may use the link below:

    https://www.apacciooutlook.com/news/key-5-crm-trends-to-follow-in-2020-nwid-7705.html