For many years, the attraction and retention of customers was an effort undertaken with multiple tools. With the evolution of technology, that methodology has changed, with businesses adopting disruptive technology as part of their overall business strategy. Customer Relationship Management (CRM) tools have since emerged as the way to create real customer engagement while driving sales, with sales conversion rates increasing by almost 300% as a result.
Business value propositions and enhancements are on-going as the fourth industrial revolution changes the way businesses operate, so where is CRM headed in 2019?
CRM will offer seamless social integration, with the ability to engage in authentic dialogue with customers via social media.
Ultimately, where CRM is headed in 2019, is the additional value-add to customers, providing more meaningful and authentic engagement. Customer experience will always override product and price, and this becomes a key brand differentiator. CRM is the way to drive business scalability, in a highly competitive environment.
Agile businesses recognise the importance of partnering with the right service provider. As expert CRM consultants, Meritus Business Solutions provide services and products which are designed to create business agility.
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