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CRM Industry Trends To Keep Your Eye On

From AI to chatbots, these are the CRM trends to keep an eye on. Customers are the crux of every business, so keeping them satisfied is important.

Today, customers have higher expectations than they ever had in the past. If you want your business to remain relevant, you need to rise to meet them. One of the ways to do so is to take advantage of customer relationship management systems.

CRM systems come in many shapes and forms, and you need to pay attention to CRM market trends if you want to separate yourself from your competitors. Even though CRM trends come and go with time, you need to stay on top of the latest customer relationship management trends to keep your business relevant.

What is customer service management?

Customer service management is an important component of the responsibilities of sales and marketing teams. It is the process for interacting with customers.

For a lot of these interactions, it can mean providing exceptional service as well as gathering and analyzing large amounts of customer data and taking action from those numbers.

Most businesses rely on customer relationship management software to help them raise their quality and consistency.

CRM trends

CRM trends are having a significant impact on just about every industry. Even though you have a lot to do on a daily basis, you need to think carefully about your CRM tools and how you can position them to help your business. That way, you can maximize the benefits of CRM.

Some of the most important trends in this space you need to be aware of include:

Six CRM trends that businesses should pay attention to, including the use of Artificial Intelligence, social media integration, Internet of Things, conversational UI, mobile CRM solutions, and chatbots.

Artificial intelligence

CRM has grown by leaps and bounds, and a lot of this has to do with artificial intelligence. The market for artificial intelligence is expanding quickly and seems to be ready to integrate with CRM.

For example, you might be interested in a CRM program that can use artificial intelligence to identify the most important attributes that customers see in your company. Conversely, you might be able to use artificial intelligence to identify why some customers like your business more than others.

With access to a comprehensive CRM platform, you can use artificial intelligence that might make suggestions for how to help a specific customer. You might also be able to use artificial intelligence to guide your sales teams to recommend certain products and services, cross-selling and upselling your customers more efficiently than ever before.

In the future, some CRM platforms will look to use artificial intelligence to qualify leads more quickly, making sure you spend your time on people who are interested in becoming paying customers.

You might even want to use artificial intelligence to forecast sales, allowing you to plan your inventory appropriately. Artificial intelligence and CRM platforms are going to be more powerful than ever before, so make sure you use them appropriately.

Social media integration

Social media is more powerful than it ever was in the past. Millions of people use social media on a daily basis, so you need to make sure you integrate social media with your CRM platform if you want to remain relevant.

For example, you may want to incorporate social media channels within your CRM program. That way, you can track what is said about your company, interpret user behaviors, and make adjustments using your CRM program that will endear you to your customers and clients.

You can also use social media to facilitate better customer service.

The benefits of using a CRM with social media include the ability to monitor social media customer and prospect activity, quickly identify and respond to questions or requests, and provide prompt customer service.

It is important not to overlook the value of social CRM, as it can significantly enhance your operations. It is particularly important given that a lot of employees work remotely. Now, thanks to social media, you can use CRM to address customer requests from just about anywhere.

Internet of things

You may not realize just how many devices you have that are connected to the internet. Given that the number of devices with internet capabilities will expand in the near future, you must make sure you use an advanced CRM system that will connect directly to IoT feeds. Then, you can use the information you collect to better meet the needs of your customers and clients.

There are plenty of examples of devices that people have at home that connect to the internet. This goes beyond their mobile devices and desktop computers. A few examples include:

  • Home appliances, such as washers, dryers, and refrigerators
  • Wearable health monitors, such as devices that can track heart rate and blood pressure
  • Cybersecurity scanners that are responsible for protecting all of these devices

If you have a CRM program that can connect to these devices, you have access to powerful insights regarding customer behavior. Then, you can use the information you collect to improve the quality of your customer service and create a personalized marketing campaign to address your customers’ needs.

You might even want to use a CRM program to proactively detect performance issues with products and services you provide and address them before your customers get upset.

Conversational UI

One of the biggest trends that is developing is the growth of conversational user interfaces. Usually, this is shortened to conversational UI, and this means that it may be difficult for you to tell the difference between an automated agent and a live person.

Customer service is more important than it has ever been in the past, but you also need to make sure you save time when you can. For example, you might want to use a chatbot that can help address simple customer complaints while escalating ones that require a personal touch.

Because CRM strategy is improving, you should expect to see conversational UI moving forward. For example, you might want to employ an automated machine that can recognize when customers are not getting the answers they need. Then, the robot can automatically escalate the issue to a salesperson or customer service agent quickly, allowing users to get the answers they need while still saving time.

If you want your business to remain at the forefront of your industry, you should take full advantage of conversation UI. There are software programs that can help you with that, and it could make a significant difference in your ability to meet the needs of your customers.

Mobile CRM

CRM on mobile is more important today than it was in the past. Because just about every customer is constantly connected to the internet, they expect you to be connected to the internet as well. This means that when they have a question or concern, they expect you to handle it as quickly as possible.

When this is combined with the growing remote workforce, it is clear that mobile CRM technology is a necessity. With access to mobile CRM, you can access the information you need to help your customers from anywhere at any time.

Mobile CRM technology has improved significantly. Now, there are advanced cybersecurity features, mobile applications that work on multiple platforms, and interfaces that are easy for just about everyone to use. They also make it easy for you to move between offline and online environments easily, streamlining your workflow.

Therefore, you need to make sure you use CRM programs that are accessible on mobile devices. That way, you can shorten your response times, better meet the needs of your customers, and show that your company is dedicated to the needs of your clients.


As alluded to above, chatbots can help you save time while still helping your customers. Even though you might find some chatbots that accompany free CRM software, you may want to invest in an advanced CRM program that takes advantage of artificial intelligence and premium chatbots that can help you address customer questions and concerns quickly while also directing prospects to the right team.

Natural language processing has come a long way, and chatbots are now able to use natural language processing to have natural conversations with users. It might even be possible that your users can't tell the difference between a chatbot and an actual person.

Chatbot technology has advanced to where some users can’t tell if they’re talking with a chatbot or an actual person.

For example, you might be interested in chatbots that can help you prioritize customer requests accordingly. Or, you may want to use chatbots that can analyze the wording of certain customer service requests, making it easier to figure out what their mood is like. Chatbots can even sort through customer requests, making sure they are directed to the right department.

Clearly, there are a lot of ways that CRM software is growing and evolving. You might be comfortable with the software program you have right now, but it is important for you to stay on top of these trends. That way, you can stay one step ahead of the competition, putting your business in a position to develop strong relationships with your customers moving forward.

Stay ahead of the CRM trends with Mailchimp

In the end, these are just a few of the many trends that you need to know regarding CRM technology. CRM industry trends show that this program is going to evolve in the near future, and you need to stay on top of the trends to compete in the modern business world.

Mailchimp can help you do exactly that. Mailchimp’s CRM software offers you a wide variety of capabilities that you can use to better meet the needs of your customers and clients. If you can use this program to anticipate their needs, you can respond to them faster, shortening your response times while also positioning your company as the gold standard in your industry.

Consider taking a closer look at software features from Mailchimp today, and make sure you use a CRM system that makes it as easy as possible for you to meet the needs of your clients.

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