Customer relationship management (CRM) is a must-have for any business trying to crush it. CRM helps you handle your interactions with your current and potential customers by optimizing your marketing game and communications processes. Traditional CRMs have fallen by the wayside when compared to AI enhanced platforms. They rely on manual data entry, and are fraught with human mistakes and lack of insights.
AI is changing the game of CRM by allowing you to get deeper into the richness of your customers. Their wants, needs, and behaviors are all presented to you by your AI enhanced CRM in a streamlined and manageable fashion. This allows you to customize your offerings accordingly, boosting your sales and finding the best possible leads, opportunities and actions at each stage of the sales cycle. AI also automates the minutiae of CRM, like data entry, scheduling, and follow-ups.
Let’s dive into some of the key trends that can help your business achieve future-proof growth.
Trend 1: Modern CRM Platforms Powered by AI / Salesforce and AI
The emergence of modern CRM platforms, like Salesforce, that are natively integrated with AI capabilities offer a comprehensive suite of AI tools that can totally overhaul the way you optimize your customer experience. These platforms even have their own AI companions, like Salesforces’ Einstein, that can help your business:
Lead scoring and prioritization: Einstein can analyze various data points, like web activity, email engagement, and social media interactions, to assign a score and rank to each lead, based on their individual likelihood to convert. This allows you to focus on the most promising prospects, and optimize your outreach efforts accordingly.
Insights and forecasting: Einstein also provides insights and predictions based on each opportunity. These range from the next best actions, the key influencers, the potential risks, and the expected revenue. This lays out all the factors you need to close more deals, faster and more accurately.
Personalized recommendations and cross-selling: But Einstein doesn’t stop there. It uses the power of natural language processing and machine learning to generate recommendations and suggestions for each customer, based on their profile, behavior, and feedback. This customer-centric approach allows you to upsell and cross-sell more effectively, and increase customer loyalty.
Trend 2: AI-Enabled Chatbots and Voice Assistants
The ways AI is transforming business are vast and far-reaching. A few years ago, everyone rolled their eyes at automated chatbots. Now, AI-enabled chatbots and voice assistants can chat with your customers and prospects via text or speech, across various channels, such as websites, apps, and social media and messaging platforms. These chatbots and voice assistants can help you with:
Customer service and support: Chatbots and voice assistants don’t sleep. They can provide instant, high quality assistance to your customers 24/7. They can answer their common questions, resolve their issues, and direct them to the right resources.
Lead generation and qualification: These bots can also help you generate and qualify more leads, by engaging them in unique and personalized interactions. This is done by capturing their information, and assessing their interests and intents.
Sales coaching and guidance: These bots and assistants can also coach your sales reps and help them improve their skills by giving them feedback in real-time. These tips are based on their sales activities and results, and can help your reps boost not only their confidence, but also their productivity and efficiency.
Trend 3: AI-Driven Data Analysis and Visualization
If you’re the type of person who believes that seeing is believing, then AI enhanced CRM is for you. It can extract valuable insights and patterns from massive amounts of data and present them to you in an intuitive and interactive way. Seeing the data get analyzed and presented in a clean and organized way can help you:
Segment and profile your customers: Demographics, psychographics, behavior, and feedback. It’s important to understand your customers better.
Optimize sales performance: Identify your strengths and weaknesses. Make course corrections and take preventive measures.
Discover and explore market trends and opportunities: Analyzing and visualizing can help you capitalize on new market trends and opportunities.
AI is transforming not only the way you use CRM, but the way we do business at large. We’re getting deeper than ever into the customer experience by giving CRM users predictive analytics, personalized strategies, and automated workflows. AI can save you time and money, as long as it’s well-guided.
If you want to learn more about how AI can transform your CRM, and how you can leverage the power of modern CRM platforms, such as Salesforce, contact us today. We are a team of experts in AI and CRM, and we can help you implement and optimize the best AI solutions for your business needs and goals.
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