In today’s digital landscape with a highly competitive business environment, the presence of customer relationship management (CRM) has become imperative. It helps in increasing the business productivity, retaining customers, and driving successful growth.
Customer expectations (or demands) are not constant as they change with time, which is why, having an eye on customer’s preferences should be the utmost priority. And, Salesforce CRM is one such highly adopted solution across 500 Fortune companies.
In this blog, we will walk you through the top Salesforce CRM trends that are transforming the future of customer relationship management.
What Is Salesforce CRM?
Salesforce is a cloud-based CRM (Customer Relationship Management) software that manages all the company’s (or business) interactions with existing and potential customers. The main agenda of Salesforce CRM is to help businesses build meaningful relationships by strengthening customer loyalty and retention rates.
As per the study, Salesforce has a 21.8% share of the CRM market (more than its 4 leading competitors combined). By leveraging the capabilities of Salesforce CRM, businesses can gain a unified insight into customers’ profiles and deliver a more personalized experience.
What Are the Different Types of Salesforce CRM?
Salesforce CRM has a wide variety of specialized clouds that are custom-made based on different industries and business requirements.
1. Operational CRM
As the term explains, operational CRM takes care of the business operations and helps you through the entire customer lifecycle. It ensures that your customer’s expectations are being fulfilled, resulting in a simplified business process.
2. Collaborative CRM
If you want to unify all the different departments of your business, like marketing, sales, or customer service departments, collaborative CRM is the one for you. It enables access to the same information to all the departments, giving a comprehensive view of the customer journey.
3. Analytical CRM
With analytical CRM, you can easily analyze customer data, especially helpful for companies with big data. Marketing and sales teams get the most advantage by using analytical CRM because it identifies key performance indicators, customer analytics, and more.
What Is the Future of Salesforce CRM?
Salesforce will continue to evolve & innovate in the future through AI advancements, greater automation capabilities, and enhanced data analytics. It has introduced tools, like Einstein AI, or real-time insights that will deliver a more personalized customer experience.
Moreover, the growth of low-code development platforms within Salesforce will encourage more users to create custom-made solutions. In short, the future of Salesforce seems promising as it will continue to elevate & innovate and help businesses drive success & growth.
Why You Should Use Salesforce CRM for Your Business?
Discover the top reasons why your business needs a Salesforce CRM:
Contact Management
For businesses, it is important to stay updated with the latest information, and Salesforce CRM helps keep all the information in one place. From customer contacts & purchase history to meeting notes & past service issues, CRM can help you with the same.
Data for Reporting, Analytics, and Forecasting
If you want to see how your business is performing and gain insights or what you can expect in the future, CRM is the suitable software. It provides a comprehensive view of the customized dashboards to make everything visible to each person (or team).
Simplified Collaboration
With CRM software, businesses can now easily access customer data from wherever they want or from any device. The software has built-in communication tools, like Slack that help teammates from different departments to stay connected.
So, scale your business for future success with the best Salesforce consulting company by your side and see your business succeed.
Top 6 Salesforce CRM Trends You Must Know
Businesses must adopt cutting-edge technology solutions along with the evolution of the digital landscape in order to stay competitive. And, Salesforce CRM trends will continue to drive innovation, helping companies stay customer-centric.
Below are the top 6 Salesforce CRM trends that you must check:
Integration of Blockchain Technology
According to a report shared by Markets and Markets, the global Blockchain market size is expected to grow by $248.9 billion by 2029. That being said, Salesforce is going to lead in integrating this technology to boost CRM transparency & security.
The integration of Blockchain technology into Salesforce will help companies facilitate secure data across different platforms as well as build trusted networks.
Overall, this integration will lead to a strengthened trust and data integrity valuable for industries, like finance or supply chain.
Tailormade Hyper-Personalization
80% of consumers are more likely to purchase from a brand that gives a custom-made experience. With the help of AI-driven insights, Salesforce helps businesses deliver a personalized experience, making customer interactions more engaging.
You can also leverage tools, like Einstein AI to engage more customers as per their requirements (or demands) by sending personalized emails or product recommendations. So, maximize your business by availing of Salesforce CRM customization services and drive success & growth.
Generative AI Packaged with Machine Learning
The existence of Generative AI and machine learning (ML) will reshape Salesforce CRM recommendations. It can help businesses generate predictive analytics from data in its system using the latest AI algorithms and forecast future results.
Generative AI will help businesses automate customer interactions and provide deeper insights through Einstein Analytics (a cloud-based analytics tool). Most importantly, businesses can now boost their productivity as AI-powered chatbots can handle a great amount of customer interactions.
Self-Service CRM Innovation
As per the recent survey, self-services are getting more priority than support teams. That being said, Salesforce CRM innovations, like knowledge base, forums, and AI-powered chatbots are empowering customers to find solutions to their problems, resulting in an improved user experience.
The integration of self-service solutions into Salesforce’s customer 360 platform makes it easy for customers to troubleshoot their issues at the earliest. As a result, the self-service CRM has reduced the service cost by 30%, making the investment count.
Industry-Specific Solutions
Industries, like finance, healthcare, or supply chain require a robust CRM solution to protect the data, and Salesforce CRM is one such valuable solution. The custom-made CRM solution meets the regulatory standards, helping to deliver customized tools and in-built workflows.
For instance, the health cloud of Salesforce ensures HIPAA compliance in the healthcare industry. On the other hand, the manufacturing cloud smoothens supply chain transparency. With the help of this, businesses get to focus on more important tasks and meet their goals.
Increased Focus on Data Privacy and Compliance
The importance of secure data practices (or laws), as GDPR or CCPA has raised, and seeing this, Salesforce has introduced Hyperforce. It allows users to deploy apps in compliant and region-specific environments.
In today’s time, 79% of consumers have a concern regarding the data used by companies, which is why, Salesforce addressed this issue. The CRM has enhanced its security protocols and governance tools, helping businesses maintain trust.
Concluding Words
In a nutshell, Salesforce will continue to be at the forefront of the CRM industry which will push off the limits of customer engagement, automation, and data security. The top Salesforce CRM trends, like Blockchain technology, Generative AI, or self-service CRM empower the business to stay ahead of the curve.
Each Salesforce CRM trend is committed to delivering excellence, a more streamlined & insightful customer-centric approach. As a result, companies can meet today’s standards while getting ready for upcoming opportunities.
Salesforce CRM is not just a platform but an ecosystem, especially designed for businesses to stay competitive and succeed. So, leverage the power of these useful CRM trends and achieve new possibilities for productivity.
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