1. AI help effectively transition the CRM system
By 2025, more than 70% of CRM platforms will use AI, bringing significant benefits such as higher productivity and faster growth, specifically:
AI is revolutionizing the way businesses interact with customers. By analyzing billions of data points, AI can accurately predict customer needs, thereby creating deeply personalized experiences.
AI in CRM eliminates system inefficiencies and reduces human errors by automating workflows.
Automating repetitive processes with AI will free employees from tedious tasks, allowing them to focus on creative duties and building relationships with customers. It is estimated that sales employees can save up to 2 hours each day thanks to AI, which translates to a significant increase in productivity.
According to the Gartner report in 2023, by 2025, 80% of customer service teams are expected to use generative AI to assist with tasks such as content creation and running personalized chatbots. It not only helps reduce business operating costs but also improves the overall customer experience.
In the near future, AI will become an invaluable assistant to customer service departments. Intelligent chatbots, powered by AI, will provide 24/7 customer service, personalized and quick, helping to reduce response times by 70%. Even more, AI can automatically generate customer support content, enhancing the overall experience and minimizing operational costs.
The application of AI in CRM not only helps businesses increase revenue but also builds customer loyalty, creating a community of loyal customers who are ready to recommend the company's products/services to others.
2. IoT combined with CRM to gain deep insights into customers
IoT and CRM make a perfect pair in leveraging customer data. IoT devices act like "spies" collecting information from every corner of customers' lives, from their homes to their workplaces. This data is then fed into the CRM system for analysis, generating valuable insights.
- Diverse and rich data: IoT provides a large amount of diverse data, including data on location, time, shopping behavior, entertainment preferences...
- Deep data analysis: AI algorithms are used to analyze data, detect complex trends and correlations.
- Create specific actions: Based on the analysis results, businesses can implement marketing, sales, and customer service actions more effectively.
By 2025, 60% of companies will be ready to use IoT with CRM systems to improve customer interactions. They will collect real-time data from billions of connected devices to better understand their customers.
3. The rise of social CRM
In the digital age, social media platforms have become an indispensable part of people's lives. With a massive user base, this is the ideal "playground" for businesses to connect, interact, and build relationships with customers. Therefore, 82% of businesses are present on social media to not miss the opportunity to reach potential customers.
Social CRM, an emerging trend, has been and continues to bring a breath of fresh air to customer relationship management activities. By connecting social media platforms with the CRM system, businesses can collect and manage customer information in a centralized and comprehensive manner. From there, create a 360-degree view of each customer, from preferences and shopping behaviors to feedback on social media.
4. Low-code/no-code CRM for innovation without complexity
Low-code/no-code tools are simplifying customer relationship management. With an intuitive interface and drag-and-drop tools, even those without programming knowledge can easily create applications and customize workflows. By 2025, this trend will become more popular as businesses increasingly recognize the importance of empowering end users.
LC/NC platforms help businesses reduce their dependence on IT teams, thereby saving costs and accelerating project deployment. For example, a sales team can create custom dashboards to monitor the performance of each agent, or a customer service department can build chatbots to support customers 24/7.
5. Omni-channel: The golden key to success in the digital era
- Connect all channels: Customers can interact with businesses through various channels (website, app, social media,...) and still receive a seamless experience.
- Unified data: All customer data is centralized and synchronized on a single platform.
- Mobile CRM has achieved and even surpassed sales targets. This demonstrates the undeniable importance of mobile CRM in enhancing work performance.According to Gartner's forecast, by 2027, nearly all CRM software will transition to the cloud platform, facilitating easier access and use on mobile devices. The real-time data synchronization across all devices helps employees always stay updated with the latest customer information, enabling them to make quick and accurate decisions.
In the near future, 75% of businesses will rely on mobile CRM systems to enhance responsiveness, flexibility, and operational efficiency. Imagine a salesperson meeting a client at a café. With just a few simple actions on their phone, they can easily access interaction history, review potential business opportunities, and send quotes instantly.
6. Data security is important
Customer data security is a core element in modern CRM systems, especially in industries like healthcare and finance, where personal information is extremely sensitive. To comply with strict regulations like HIPAA and comprehensively protect data, businesses need to choose CRM software designed with multi-layered security features.
Data encryption is one of the optimal protective measures, ensuring that customer information is always safe, even in the event of unauthorized access. In addition, strict access control through multi-factor authentication and detailed authorization is also essential. The "zero trust" security model is becoming increasingly popular, where every access request to the system must be strictly verified, helping to prevent threats from both inside and outside.
7. Automate CRM to better nurture potential customers
CRM automation is not just a trend; it is also a decisive factor for the success of businesses in the digital age. By delegating repetitive tasks to machines, sales staff can focus on creative tasks that bring higher value.
- Nurturing potential customers (57%)
- Interaction with customers (36%)
- Campaign report (28%)
Nurturing potential customers is a prime example. Instead of sending soulless mass emails, an automated CRM system can analyze the behavior of each customer, thereby sending personalized messages at the right time and to the right audience. This not only increases the conversion rate but also builds customer loyalty.
8. Blockchain: Ensuring transparency and security in customer data management
Blockchain - the distributed ledger technology, has been and is creating a revolution in many fields, from finance to logistics. In the field of customer relationship management (CRM), blockchain promises to bring a breakthrough solution to ensure transparency, safety, and security for customer data:
- Replace centralized databases: Instead of storing customer data on a central server, blockchain creates a distributed ledger, replicated and distributed across thousands of computers.
- Each transaction is recorded: Whenever there is a change in customer data, a new block will be created and linked to the previous block, forming a continuous blockchain.
- Cannot be edited: Once a block has been added to the chain, it cannot be changed or removed. This ensures the integrity and transparency of the data.
- Authorization: No entity has the right to control all data, minimizing the risk of attacks and information leaks.
9. Conclusion
In 2025, CRM is not just a customer management tool but also a driving force behind business growth. The application of technology to the CRM system is not just an option, but a mandatory requirement for survival and growth. Businesses that quickly adapt to new trends and seize the opportunities brought by technology will be the winners in the competitive race. Contact us now for consultation and to receive free materials on the latest technology solutions.