Excel at CRM

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Objectives

• assess factors affecting future of CRM
• consider how CRM may evolve and how would this affect a company's strategy

Technological Progress

• VoIP
• Web Services, SOA
• Speech applications
• Outsourced application delivery
• Social networking

Technological Progress

• Presence technologies (RFID)
• Open source CRM
• Embedded analytics
• Queue management

Consumer Change

• consumers are being more critical and independent
• higher demands on convenience

How will CRM evolve?

Restive Customers

• increasing dissatisfaction with contact centre experience
• demands choice of multiple interaction points, including web chat

Staff Turnover

• High attrition
• Countered by outsourcing (globally)
• State of the art tools

New Predictions

Mobility

• retail experiments with location-based mobile apps

Convergence

• Integration of marketing automation with CRM

Social Media Monitoring

• High adoption of social media monitoring in conjunction with CR

Privacy and Permissions

• Personal data protection
• Protection act

Implementing Workflows

• CRM workflow automation
• Leads to more efficient CRM

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