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CRM trends for 2024

February 5, 2024

Trends & Views

In recent years, CRM systems have proven to be a critical tool for many businesses. The rapid development of CRM technologies and strategies is constantly changing the way businesses interact with customers. Next, we will examine the main CRM trends expected in 2024, reflecting the key changes that are transforming the industry.

Cloud CRM at the top

The transition to cloud CRM systems plays a significant role in increasing business productivity and accessibility. Cloud technologies provide greater flexibility and access to data from any device and location, making it easier to collaborate and communicate with customers. However, it is important to ensure the security and confidentiality of data in cloud-based CRM systems, which is a priority when using such technologies.

Mobility and CRM

Mobility continues to be a defining trend in CRM. The increase in the use of smartphones and tablets makes mobile CRM apps almost mandatory for businesses. Mobile CRM platforms allow users to interact with the customer base, view and analyze data, even when they are on a business trip or out of the office. This contributes to efficient and effective collaboration with customers.

CRM and analytics

In 2024, data analysis will be crucial to improving CRM strategies. The large volume of information generated during customer interaction requires not only collection but also comprehensive analysis. Analytics tools enable the identification of trends and patterns in customer behavior, which is key to developing tailored strategies. They also provide the ability to anticipate and adapt communication approaches. Understanding this data allows businesses to tailor their offerings and strategies more accurately for different customer segments.

The CRM ecosystem

The “CRM ecosystem” logic will play a significant role in 2024, highlighting the importance of integrating different platforms and services to support CRM systems. In other words, various tools are combined to create an enabling environment that facilitates more effective customer service.

The CRM ecosystem allows businesses to integrate various tools to manage customer relationships, which not only increases productivity but also improves the quality of customer service.

Ethics and data protection

Given the increasing use of technology and data sharing, ethics and privacy are becoming even more important in CRM. Businesses should actively work to protect the confidentiality and integrity of their customer data. They must ensure compliance with regulatory requirements and set clear limits on the storage and use of personal information.

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