The CRM Landscape in 2024

Transcript

1. The CRM Landscape in 2024 Trends, Challenges, and Innovations
2. CRM: Your Shortest Way To Better Customer Relationships Enhance Better Customer Relationships with the Help of a CRM
3. 60% use CRM as a centralized communication hub for nurturing leads or customers as their top priority 45% indicate getting a view of customer interactions as the top priority for maximizing CRM over the next five years 33% cite customer service and upsell/cross- sell opportunities as the part of the buyer journey they focus on most CRM Is Your Hub for Building Better Customer Relationships Our report revealed some key aspects of deploying CRM when it comes to building exceptional customer relationships: GET FULL REPORT
4. CRM: a Centralized Hub and Single Source of Truth Your One-Stop Source for Reliable Information
5. Imagine having all your customer data at your fingertips. How could this help you? Sell smarter and more efficiently. With a CRM platform shared by Marketing, Sales and Service teams, the same customer insights, business processes, engagement metrics, and data are all at your fingertips. Bring transactional information such as ERP into CRM for more details about your customers, to better understand them, and uncover opportunities. Make Your CRM a Centralized Hub and Single Source of Truth “CRM has certainly evolved in the last five years, and as our customers tell us, it has reached a critical tipping point as they consider the health and wellness of their customer-facing operations. Almost 60% of our respondents reported that they view CRM as more important for achieving sales and marketing goals than five years ago.” Cr Craig Charlt aig Charlton on, CEO, SugarCRM
6. Let Your CRM Run Your Organization for You Ditch the Hard Work and Leverage Smart Work
7. Lead flow management, with 41% of top respondents stating this Forecasting and Pipeline visibility, with 43% of top respondents selecting this feature as being critical Streamlined Operations With a Single Click Your CRM should accelerate operations and feature processes that simplify your work. As we uncovered in our report, the most important CRM-based activities for organizations are: As of now, CRM is increasingly being used as an intelligent tool to accurately predict future sales activity and gain key insights on prospects and existing customers. Leverage Sugar's forecasting capabilities for maximum ROI
8. Let the CRM Platform Do the Work Sugar's enhanced forecasting tools are built to help those who struggle to keep tabs on their sales performance. Use enhanced forecasting tools to: Examine pipeline aging Movement in and out of the pipeline See what’s likely to close Understand opportunities that need attention Analyze month-over-month or year-over-year sales metrics
9. Matchmakers: CRM and Integrations Your Perfect CRM: Easy to Integrate, Easy to Adopt
10. 41% of the respondents struggle with technology integrations 37% of the respondents struggle with internal knowledge and technical skills 40% of the respondents struggle with platform feature limitations CRM Needs to Be Easier, More Configurable, and More Accessible The perfect CRM is adaptable, easy to integrate, and highly configurable. However, as we uncovered in our report, many face severe challenges in these specific areas:
11. Increase CRM Adoption with Customizable, User-Friendly Options A CRM should not only benefit the company as a standalone entity. Everything should start with the employees. CRM adoption can be accelerated if you make it intuitive, quick, and fun: Users should ‘get more than they give’ Marketing Automation, ERP and revenue related accounting data are the most common integration targets Seek CRM where you can integrate at lower implementation and maintenance risk Seek CRM with vibrant marketplaces for specialized functionality
12. Immerse In Accurate Analytics & AI Run Your Organization With Accurate Insights Generated With the Help of AI and Analytics
13. Analytics and Measurement Dashboards, 35% of our respondents claiming they already use it behind only marketing automation AI capabilities, 80% of our respondents saying they will turn to AI to maximize the value of their CRM platform over the next five years Analytics & Predictive AI Can Help Maximize CRM Value Analytics and Predictive AI can help you leverage the full potential of data. From accurate forecasting, to predicting market trends and potential risks, these technologies make a tremendous difference, Our report uncovered that the second most popular technology to integrate with CRM today is:
14. Crossing into our daily tasks, AI and Advanced Analytics will help you give your operations a kick. Here’s how to make the most of of them: Seek AI capabilities that are pre- packaged with all the challenging AI modeling and pre-baked AI questions solved for you Leverage generative AI to create more personalized and impactful customer engagement, campaigns, and programs Supercharge your analytics to help turn data into insights, and insights into better customer experiences AI and Advanced Analytics, Your CRM Strategy Cornerstones Maximize the Impact of Your CRM with Generative AI
15. With the emergence of generative AI models, CRM users can soon expect new features and capabilities: Generative AI capabilities will help you compose personalized sales and marketing content Use generative AI to find answers and recommendations Summarize customer data and intel with increased accuracy Create ad-hoc reports and workflows with the help of generative AI Coming Soon from SugarCRM: Generative AI “The generative AI revolution is here, and midmarket sales, marketers and customer service pros can’t afford to be left out of the equation,” he said. “With Sugar, organizations can unleash the potential of generative AI to automate, accelerate and optimize marketing, sales and customer service.” Cr Craig Charlt aig Charlton on, CEO, SugarCRM
16. Ready to Learn More? Download the full 2024 State of CRM Report today! GET THE FULL REPORT ➜ ➜