What does the CRM of 2020 look like?

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Customer expectations are becoming more and more demanding as technology advances. Furthermore, the way customers interact with brands is evolving at rapid rates. Consumers today desire less and less human intervention when it comes to communication and transactions. In this post Suzie Blaszkiewicz describes how technology is impacting CRM, and offers a glimpse into the future. As technology advances, CRM will become more and more individualized/customer focused. As we go into the future, Extreme Tech says the term ‘big data’ will no longer be sufficient to cover the vast amount of information that is being collected. ‘Huge’ data will be incorporated into CRM, and will use previous interactions with customers to predict what they need, when they need it, and how best to get it to them. Check out the rest of the article to see what the future looks like, and where Blaszkiewicz sees CRM going.

Read the full article at thenextweb.com.


Bridging the Gap Between Mobile and Customer Experience

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In the past, managing customer experience entailed knowledgeable employees that had the right attitude and engaged the customer in a positive way. In this post Carly Kaplan explains how marketing teams today, take old customer experience strategies and extend those philosophies across multiple communication and transaction channels. Companies need to have online and mobile presences for the business to grow in today’s global economy. Kaplan goes on to say that companies should strive to have consistent customer service and customer support strategies not only in their stores, but also when customers go onto their websites, or use their mobile apps. Check out the rest of the article to see how Kaplan suggest companies should bridge the gap and create smooth, unified, omnichannel customer experience.

Read the full article at business2community.com.


The future of mobile technology – surely it’s intuitive?

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Mobile technology is evolving at an incredible rate. In fact at some point in 2015 it’s predicted mobile devices will outnumber people on the planet; meaning there will be some 7.22 billion mobile devices. In this post Roland Banks interviews, ZTE’s Senior Director of Mobile Devices, Waiman Lam to discuss where the mobile technology industry is going. Lam points out how the advancement of ‘smart’ technology is showing no sign of slowing. ‘Smart’ technology is designed to seamlessly simplify and improve the daily life of the consumer. Consumers are the commanders, who are constantly pushing the industry to innovate and create new products/technologies. Lam goes on to describe an environment where consumers’ device expectations are spiraling on a daily basis. Consequently, the way they interact with technology is changing significantly as well. Consumers expect technology to adapt to them: their behaviors, their lifestyles, and the way they want to experience and communicate.

Read the full article at mobileindustryreveiew.com.


The Customer Experience in B2B…It’s Behind the Times

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Companies today are investing significant time, energy and money to ensure that consumers are not only satisfied, but that they are so pleased that they tell others about their experience. In this article Brian Storjny writes that in order to accomplish this, companies must utilize better online tools to allow customers to conduct searches, make transactions, track purchases and get support without picking up the phone. Storjny goes on to ask: if this is occurring in B2C markets, why is that same passion for automating the customer experience not happening in B2B? In most cases, you will find that B2B customers are still calling a rep, still using paper, and still calling customer service when problems arise. Strojny writes how B2B companies need to realize that the next generation of buyers do not want to talk on the phone. It’s no longer about great products; great digital experiences will determine your success or failure. Five ways to transform the B2B for your customers:
1. Personalize – Ensure that the website is built for each user
2. Easy Search – Intuitive search also recommending products
3. Easy Purchase – Quick order and ability to reorder ASAP
4. Communication – Order updates, new products & promotions
5. 24/7 Service – Live chat, FAQ, and the option for live voice if needed

Read the full article at business2community.com.