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The Future of CRM

2019-07-22

Wukong CRM | The Ideal CRM for Your Success


Before we talk about the future of CRM, I wonder if you know the philosophy of CRM? The definition of CRM is given by Gartner as “a business strategy that optimizes revenue and profitability while promoting customer satisfaction and loyalty.” Unfortunately, because of the development of CRM in China was started from the application of the technology rather than its philosophy, many people rush to use CRM software without understanding its core value, which leads to improper use of CRM in lots of organizations.

The philosophy of CRM is taking customer as the core to improve customer satisfaction and customer life cycle. Although the technology is changing, but the philosophy remains unchanged. In 2018, the development of CRM still keeps in good pace and it is predicted that the growth rate of CRM market will maintain at 20%. What is the future of CRM?


According to the development plan of Wukong CRM, we conclude five trends of CRM. They are as follows.


1. Improve Band Awareness

It is very important for companies to dig out new customers and retain long term customers. Therefore, to improve brand awareness is an important way to let people know and trust more about your company.  Companies can achieve this purpose by nurturing brand ambassadors. The image of a company is difficult for customers to recognize. But the image of a person with specific quality is easy to access. Through the promotion, more people can be familiar with the value of CRM vendors and will finally choose the one they trust and familiar with. Never underestimate the power of brand.


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2. One to One Communication

Although almost all CRM venders in their introduction referring to  the same feature, which is “no worry about follow up due to the resignation of an employee”, the real demand of customer is a one to one communication with the employee. They may become good friends during their interaction and their friendship signals the success of your CRM in customer satisfaction.


3. Integration

Integrated with third parties

   Customer experience is an essential aspect of your product. If your product can be connected with other applications, customers save a lot of energy and time to share things between these apps.

Integrated office

With the development of technology, the integration is also referred to the integrated office. All in one is becoming the standard of CRM. At present, our system has achieved many integrated office functionalities in a variety of industries. Next we hope to create more functionalities in our system to allow companies to do more in one system.


4. AI (Artificial Intelligence)

      AI is a buzzwords in the circle of CRM these days. Salesforce has applied AI into their system, but the result is not favorable. Although AI really does a lot to improve the productivity, customers doesn’t speak highly of it. “AI is not like that.” a professor said. We believe that AI is a promising field in the world of CRM, but we still have a long way to go.


5. CRM connected with Social media

     Many popular social medias have become the essential part of life. There are 2.38 billion users sharing their life in Facebook and 321 million users in Twitter per month. If our employees want to find more new customers or maintain old customers, they can not only communicate with them in CRM, but also in various social medias. This helps them to know more about customers’ likes and dislikes, their important moments, etc..

    The development of CRM is at a high speed and we believe that our future is full of happiness with customers.


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