Trend of E-commerce CRM technology into the growth of the online market

Ecommerce CRM technology trend is speedily gaining popularity in the online market. As CRM is being adopted by major companies, it has become critical to be updated with the latest trends. Leading CRM vendors like Oracle, Salesforce, and SAP have been introducing enhancements in CRM and making the technology best fit for ecommerce market. The CRM functionalities have AI capabilities and ability to enhance conversion rates, increase sales, enhance customer satisfaction, and more.

2020 will have extra to offer to CRM users since they will move from standard to more complex functions and features.

1.    The age of customer experience

Business is always customer centric and ecommerce is no different. The thing that matters the most is the customer experience. It is predicted that customer experience will become the top brand differentiator by the end of 2020.

When a businessman decides to compete solely or primarily on the basis of price and product, nothing can stop him from losing in the competition. Customers prefer doing shopping where they get the best experience. There are people willing to try new brands and products. And, acquiring a new customer is costlier than retaining the old one.

Modern CRM platforms are extra robust than earlier builds. CRM implementation brings a host of tools for sales, marketing, and customer service teams that can empower customer experience initiatives.

There are two key drivers of exceptional customer experience –

• Convenience
• Competition

When it is about customer experience, convenience is the king. Businesses need to understand that direct competition is not the only competition.

2.    Artificial Intelligence Role

AI is everywhere and its use cases would reach up 257% over the 2020-21. It will be present in the areas with great expansion –

• Customer segmentation
• Lookalike data modeling
• Media buying
• Programmatic advertising
• Personalized channel experience

One of the key benefits of AI is its ability to do tedious, time-consuming tasks in few minutes. What’s good is there is no manual help needed. The ultimate goal of the companies is to apply robotic automation and get better productivity.

AI can be something that businesses truly need but at this moment, it is being used to answer basic customer questions. Till the time, while AI is getting better, human jobs are still safe for the next few years.

AI also features conversational characteristics like chatbots and voice assistants. In the survey, it is found that chatbots are really helpful for customer service. Moreover, in the approaching years, chatbots will be able to create natural conversations with the customers and deliver them an appropriate response. Actions like recoding voice meetings, detecting topics or words having specific meaning, and creating transcripts will be enabled by AI technology.

AI also includes predictive analytics capabilities and delivers data intelligence. Businesses can avail enhanced forecasts, which certainly enhance their profits. It will also read the patterns of user behavior to bring more sale opportunities.

3.    Mobile CRM is Staying

Mobility is a key component of sales activities. The significance of extending CRM systems will not end the mobility. Mobile CRM solutions have much more to offer, such as-

• Strong security features
• Intuitive interfaces
• The ability for sales professionals to shift between offline and online environments without hassle
• Apps working across platforms

4.    CRM will get social

As the customer experience charts achieve growth, businesses need to focus more on social media. Why? These are the channels that let companies to connect with their potential customers in real time and build brand equity where customers are already investing their time. It also allows one to one marketing and attentiveness to customers.

Social publishing and advertising are the helpful and important techniques. CRM social media integration improves the customer experience. For instance, customer needs someone to hear when there is any problem- they look for a solution. They search for social media page of the company and connect with it via messaging or by tagging a handle to explain the issues they are dealing with.

Although email and phone supports are still there, but there are some customers that prefer connecting over social media to address and resolve their issue.

Conclusion

Ecommerce CRM trends are there to assist businesses in achieving success stories without compromising customer experience. The trends explain how a company can sail through the competition in the market and satisfy the customers with great experience.

You can search for a reliable and trusted CRM development services provider in your area. There are many software development companies offering the best CRM solutions for ecommerce. Get in touch with the leading partner in the market and avail the decent quote for your requirement.

Feel free to talk about CRM trends that are not being discussed in this post. Let people know more about AI and machine learning technologies.