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What will the future of CRM look like? Top trends in 2024

What will the future of CRM look like? Top trends in 2024


CRM is a tool that not only revolutionizes the daily work of many businesses but also constantly evolves itself. CRM system providers are exceptionally sensitive to changing needs and expectations of their clients. It can be assumed with a high degree of certainty that services utilizing AI, ML, or Omni-Channel solutions will be of immense significance for CRM in 2024.

The long (but fast) journey of CRM

CRM systems have evolved rapidly in recent years, and this change is hard to miss. We have come a long way from CRM as a set of basic contact management tools to their current functioning as advanced platforms that offer automation of customer relationship management at an unprecedented level. These platforms now coordinate customer interactions across various digital channels, allow for gathering extensive knowledge about transactions, customers, and their preferences, manage customer support, create valuable reports, and more. They are also becoming increasingly user-friendly: from complex systems for large enterprises, we have transitioned to intuitive programs that can be operated even in a one-person company.

The future of CRM under the sign of AI

Artificial Intelligence is widely indicated as a key technology that will revolutionize many industries in the coming years, and the future of marketing is no exception. The evolution of CRM in 2024 will be driven by AI.

Its analytical powers enable personalization at an unprecedented level. Customer relationship management systems, marketing automation tools, and other types of AI-driven analytical software now allow the creation of very detailed psychographic and emotional maps of the motivations of specific brand customers. Combining this rich customer information with real-time data, such as location (or even weather), enables the creation of content tailored to the situation in which the customer finds themselves. As easily inferred, this type of marketing works much more effectively than strategies created without such strong roots in customer reality. The knowledge that CRM allows to acquire and, importantly, consolidate in one system can be transformed into personalized offers or marketing messages.

AI already supports automation and process efficiency, such as generating text and images. In CRM systems, features based on language models will continue to evolve, such as automatic suggestions and generators for messages, blog posts, titles, meta-descriptions, or even entire websites. AI will perform tasks in the system for us and expedite customer service through increasingly natural conversational bots. An example of an AI-powered CRM assistant is ChatSpot.

Key Trends for CRM in 2024

Creating truly personalized customer experiences and the right amount of content independently requires extremely large resources, but AI-based tools largely enable brands to automate this process today. Therefore, among the key trends in the future of CRM are primarily those under the sign of AI and Automation, Voice and Conversational Interfaces, Omni-Channel. Here is a (necessarily abbreviated) list of key trends for the future of CRM:

  • Artificial Intelligence (AI) and Machine Learning (ML): these technologies are revolutionizing CRM by enabling predictive analysis, customer segmentation, and personalized recommendations. This includes chatbots and AI-driven virtual assistants.

  • Data Integration and Consolidation: the merging of data from social media, email, and interactions on websites into a single CRM platform. This provides a comprehensive and deeper picture of customer interactions and behaviors.

  • Omni-Channel Engagement: customers increasingly interact with brands through multiple channels (e.g., social media, email, chat, phone), so CRM systems are evolving to provide smooth multi-channel support, ensuring consistent and integrated customer interactions.

  • Voice and Conversational Interfaces: voice-activated CRM systems and conversational interfaces are emerging, simplifying data input and providing quick access to information.

  • Mobile Accessibility: in the world of hybrid work, mobile CRM is becoming increasingly important, so CRM platforms are optimizing their interfaces and functionalities for mobile access.

  • VoC, i.e., Voice of the Customer Analysis: AI-based VoC solutions will analyze customer opinions from various channels to provide useful information for improving products and services.

  • Customer Experience (CX): this will still be a priority; therefore, CRM systems are expanding solutions that allow mapping customer journeys, analyzing moods, and providing real-time feedback mechanisms.

  • Customer Data Privacy and Compliance: GDPR regulations and increasing customer awareness regarding data protection require CRM systems that prioritize the security of customer information. CRM software is evolving to facilitate consent management and data access requests.

Of course, these are not the only areas in which CRM systems will evolve. Expectations include further solutions in the areas of automation and process optimization, social selling, personalization of experiences, better customer segmentation, and predictive analytics for sales and marketing.

One thing is certain: 2024 will bring us more highly effective tools. It is worth staying ahead because today's competitive advantage can be built on modern CRM systems. If you want to know which new features could strengthen your brand, contact us. We will be happy to answer your questions and explore effective solutions together.