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ECT News Community   »   CRM Buyer Talkback   »   Re: CRM in 2018

Re: CRM in 2018
Posted by: Denis Pombriant 2018-01-04 03:19:53
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Figuring out the year ahead in CRM is tricky and getting more so. Making predictions has been more challenging for the last several years. We've seen an array of new technologies take root and blossom, but managers have had trouble figuring out how to adopt them. Those innovations have fueled a lot of anxiety in the C-suite about digital disruption, but the disruption is necessarily different for every company. Some will thrive on an IoT strategy, others on adding analytics to retail customer data.

Re: CRM in 2018
Posted by: ashleymarsh 2018-02-08 00:12:24 In reply to: Denis Pombriant
It will be increasingly important that customers are treated like real people, real individuals,” said Kustomer's Waks. “That means that, when a customer calls with a question about their order and then follows up over chat, they don’t expect to have to re-enter their information each time. Your CRM has to enable true omnichannel, and not just be able to collect information from every channel but to tie that information together to drive informed actions and a consistent customer experience.

Nice post
Posted by: lgsleadseo 2018-01-05 01:49:45 In reply to: Denis Pombriant
Enjoyed reading the article above , It really explains everything in detail and the post is interesting to read.Thank you very much for the information you shared.

Re: CRM in 2018
Posted by: RobertoRomello 2018-01-04 03:29:47 In reply to: Denis Pombriant
Great article Mr. Denis Pombriant. I really enjoyed reading this story you've written with so much information about CRM trends in 2018 and how it is gonna be valuable in the current year. I agree with your point that CRM enables enterprises to improve customer experience so, this is very correct. Thanks much for sharing such an informative story.

Best Regards
Roberto, Sr. Manager
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