It’s certainly a busy time in the world of CRM, with the Covid-19 pandemic a big driver for lots of the change. The rise in mobile CRM, with the addition of more mobile-compatible CRM features has allowed stakeholders access to CRM resources wherever they are based.
AI integration with CRM systems also continues at pace, giving businesses valuable insights into the real-time behaviour of their consumers. Examples include chatbots, Natural Language Processing and Salesforce Einstein.
Further integration of CRM systems with social media platforms are also enhancing the customer experience and allowing businesses to build stronger relationships with consumers online.