CRM Trends and Predictions for the Future of Business

21.07.2023 04:19 PM By Karan Sharma

CRM has come a long way from being a simple contact management tool. It has evolved into something much bigger, and we're here to tell you all about some of the hottest CRM trends that will shake up the industry.

CRM Trends and Predictions
Introduction: CRM Trends and Predictions

​Introduction: CRM Trends and Predictions

                 In the fast-paced business landscape, effective management of customer interactions is crucial for success. That's where CRM comes in. As we dive deeper into the new decade, several game-changing trends are set to revolutionise the CRM scene, and you don't want to be left behind.                

Picture this: new markets embracing CRM like never before, powerful features and integrations taking centre stage, and the ripple effect of wider tech trends on CRM strategies. It's an exhilarating time, and we're here to give you the inside scoop on what to expect.

Join us as we uncover some predictions for CRM trends in 2023 and beyond. We'll explore how CRM is gaining momentum in untapped markets, the exciting features that will supercharge your customer interactions, and how the latest tech advancements will shape the CRM landscape.

So, whether you're a business owner, a CRM enthusiast, or just someone curious about the future of customer relationships, buckle up and get ready to discover the four trends that will shape the future of CRM. With these insights in your arsenal, you'll be well-equipped to leverage the power of CRM and stay ahead of the game.

Let's dive in and explore the fascinating world of CRM trends together, shall we?
Artificial Intelligence - CRM

Artificial ​intelligence

Artificial intelligence (AI) is increasingly recognised as a valuable component of CRM solutions, positioning itself as a competitive differentiator in the market. As AI technology progresses, the need for extensive human oversight to optimise AI processes diminishes, resulting in more streamlined and user-friendly CRM solutions.

CRM vendors are diligently incorporating a human touch into their AI services, ensuring that AI integration within CRM systems enhances various CRM processes. Companies that do not embrace AI-backed systems may find it challenging to compete on an equal footing with their counterparts. AI is one of the hottest CRM trends right now.

AI-powered CRMs provide the advantage of accurate sales forecasts. By detecting patterns in customer data, they offer valuable insights into sales predictions, allowing your team to plan and optimise processes effectively. Through comprehensive analysis of specific patterns in customer data, AI can identify the factors contributing to customer churn, empowering you to take concrete actions to reduce churn rates.

Key AI Applications in CRM
No doubt about it, AI is a total no-brainer when it comes to CRM trends! It's just such an essential component for any modern CRM strategy. Customer data often contain irregularities such as anomalies and duplicates, which can lead to inaccurate predictions. AI-integrated CRM systems excel in detecting potential issues, eliminating duplicates, searching for incomplete data, and offering suggestions to update outdated information. This enables businesses to make well-informed decisions and improve overall data quality. 

AI automation also extends to repetitive tasks like data entry, efficiently capturing data from calls, messages, emails, and images and entering customer information in the desired format. By automating such tasks, AI enables your employees to dedicate their time and expertise to more high-value responsibilities.
Voice and Conversation UI

Voice and Conversational ​UI

In CRM trends, intelligent virtual agents (IVAs) are reaching a point where they are virtually indistinguishable from live agents. But that's not all – brace yourself for the next big shift: chatbots transitioning from text-based to voice-based interactions. These advanced chatbots will leverage the power of customer relationship management (CRM) records to provide customers with precisely the information they need.

But what exactly does this mean for us?

In the realm of CRM trends and strategies, the future holds exciting possibilities. Picture a central hub that tracks and analyzes customer comments, likes, and shares, revealing valuable insights into long-term social media trends and customer behaviour patterns. Armed with this knowledge, businesses can craft future marketing campaigns with pinpoint precision.

Furthermore, imagine a world where machines can identify when customers aren't finding the answers they seek and seamlessly transfer them to a live agent or a knowledgeable salesperson. It's really all about making sure customers have a smooth and seamless experience.

Of course, no discussion on the future of CRM trends would be complete without mentioning the pivotal role of voice technology enhanced by artificial intelligence and machine learning. CRM platforms must harness the power of voice, offering not just data but also invaluable insights into customer behaviour.

Now, let's explore the exciting tools driving this conversational revolution:

Revolutionising Customer Service with Conversational Tools

Chatbots: Right now, chatbots are not just a part of CRM trends; they're practically everywhere, contributing to every trend out there. These versatile digital assistants excel at helping users find answers and guiding prospects and customers to the right information. But hold on to your hat because the potential of AI-driven chatbots goes beyond handling basic inquiries. Chatbots become masters of natural language processing, deep neural networks, and engaging conversations. They'll understand consumer inquiries on a deeper level, effortlessly delivering appropriate responses in real time.

Natural Language Processing (NLP): Imagine this: the future of CRM trends is all about computers that can talk to customers just like humans do! Thanks to Natural Language Processing (NLP), businesses will be able to figure out the most important customer requests and quickly assign them to the right agents. But that's not all – NLP will also allow companies to read and understand customer emails, get a sense of their feelings and provide personalised solutions. It's like having a super-smart assistant who knows exactly what you need!

Voice Assistants: Thanks to revolutionary products like Alexa, voice assistants have become incredibly popular in CRM trends. Forecasts predict that by 2024, there will be more digital voice assistants (8.4 billion units) than the global population. This rapid growth has also made its mark in the CRM landscape, with platforms like Zoho CRM already incorporating voice assistant functionality. Industry leaders are excitedly embracing this trend, recognising voice AI as a game-changing force
Social CRM

​Social CRM

Do you know about Social CRM? And how it's a part of CRM trends? It's all about how social media platforms have transformed into powerful tools for customer relationship management. By integrating social media channels into CRM platforms, businesses can gain valuable insights into customer sentiment, refine their strategies, and strengthen customer relationships.

These transformed platforms go beyond just measuring brand reputation and understanding market trends. They also play a crucial role in enhancing sales and services, creating a seamless user experience throughout the buyer journey. With the help of social media tools, businesses can engage with their audience, build trust, and provide a satisfactory experience.

Social media has become a driving force in the CRM trends and business world. It's a fantastic advertising opportunity for modern businesses, a valuable source of information, and a platform for meaningful communication. Consumers are increasingly turning to social media for their purchasing decisions, and businesses can't afford to ignore this trend.

Looking ahead, CRM systems are expected to make the most of these social media opportunities. By collecting data from social media channels, businesses can gain valuable insights into customer sentiment and track the activities of specific leads. This data allows them to refine their CRM trends and strategies and improve customer relationships.

The integration of social media and CRM platforms offers businesses a comprehensive view of what customers are discussing and a better understanding of brand sentiment. When used effectively, social CRM enables organisations to respond quickly and thoughtfully to customer comments, which helps build stronger relationships. It also allows businesses to incorporate user feedback into their product roadmap, ensuring that they meet customer needs and preferences more effectively.

So, Social CRM is all about leveraging the power of social media to improve customer relationships, refine strategies, and create a better overall experience. It's an exciting development that businesses must pay attention to in CRM trends.
Hey there! Want to know how to audit your CRM? Find out all about it right here!
Personalisation - CRM


Let's talk about personalisation in CRM. It’s all about helping businesses customise their CRM. You can create personalised applications with fancy templates that give users exactly what they need without shifting through unnecessary stuff. It is a part of the continuously evolving CRM trends.

Now, get this: By utilising a CRM system, it becomes effortless to customise messages for your leads, incorporating their names and past interactions. But wait, there's more! In the future, personalisation is going to the next level. We're talking about messages that are written by AI, taking into account the user's history, preferences, and yes, even their personality.

But hold on, personalisation is not just a passing CRM trend. It's a big deal! According to Hyken, it's gonna be even more critical. The more customer data we put into a CRM, the better we can automate that personal touch. Customers will feel like the company gets them.

CRM platforms with real-time smarts are changing the game. They're helping companies be more customer-centric. The data we collect in CRMs gives us awesome insights into customer behaviour, needs, and preferences. Armed with that knowledge, we can understand the "whys" and "hows" to deliver mind-blowing experiences for our customers.

Let's face this in CRM trends, personalisation is the secret sauce in recent CRM developments, and it's not going away. A whopping 86% of customers have said they'd spend more money with companies that personalise their customer service.

Just think about companies like Netflix or Amazon. Do you know what makes them so awesome? They know how to serve up personalised content. Whether it's suggesting products based on your recent purchases or recommending TV shows that are right up your alley, they've nailed the personalisation game. And that's a big reason why they're killing its

Internet of Things (​IoT)

The world of technology is evolving at an astonishing pace, and one of the most groundbreaking advancements is the Internet of Things (IoT). In 2020, there were already 8.74 billion connected IoT devices, and that number is projected to skyrocket to over 25.4 billion by 2030. This exponential growth is reshaping the way we live, work, and interact with the world around us. 

But what exactly is the Internet of Things? And how it is part of CRM trends and the future? In simple terms, it refers to the interconnection between network-enabled devices. From smart home devices that control our lighting and temperature to wearable health monitors that track our vital signs, and even cybersecurity scanners that safeguard our digital lives - IoT encompasses a vast array of technologies that are seamlessly integrated into our daily routines.

Now, you might be wondering in our CRM trends list, how does this relate to customer relationship management (CRM)? Well, the answer is fascinating. Experts predict that IoT will revolutionise CRM by offering unparalleled insights into customer behaviour and preferences. Imagine a world where businesses can anticipate your needs even before you realise them yourself. IoT-integrated CRMs have the power to do just that.

Picture this: tire pressure sensors in your car can transmit data to the CRM system, which can then alert you when it's time for a tire replacement based on how quickly your tires lose pressure. And that's just the beginning. Blood sugar monitors can provide valuable information to target communications about health and lifestyle services, tailored specifically to your needs. It's personalised marketing taken to a whole new level than other CRM trends.

But the benefits don't end there. Companies can also proactively detect product performance issues and identify potential problems with customer satisfaction, ensuring a seamless experience for their valued customers.

Looking ahead, the future of IoT connectivity is incredibly promising. As smart devices become more prevalent and IoT integrations become the norm, we can expect a world where everything is connected, and the possibilities are endless. It's a paradigm shift that will transform the way businesses operate and interact with their customers.
XaaS - CRM

​XaaS - Everything as a Service

Have you heard of XaaS? And how it is way better than other CRM trends?  It stands for Everything as a Service, and it's expanding the horizons of software delivery. You might be familiar with SaaS (Software as a Service), but XaaS takes that concept to a whole new level. It's about transforming every product and service into a service-oriented model.

With XaaS, any IT function can become a service for businesses to consume. Whether it's Platform as a Service (PaaS), Infrastructure as a Service (IaaS), or any other computing service delivered via the Internet, XaaS has got you covered. And the best part about this exceptional from other CRM trends? Instead of paying a hefty upfront cost, you can access these services through a subscription model.

It is predicted that in 2023, more organisations will jump on the XaaS bandwagon and embrace cloud solutions for different aspects of their business. Whether it's integrating XaaS into their CRM, using it as a standalone system, or leveraging it as a connected tool, the possibilities are endless.

XaaS, or Everything as a Service, is the next big thing in the tech world. It's all about turning IT functions into convenient, accessible services for enterprises. So get ready to witness the transformation as more businesses embrace this trend and explore the benefits of XaaS in their operations.

Mobile - CRM

​Mobile CRM

Have you noticed how mobile compatibility has quickly gone from being a "nice to have" feature to an absolute "need to have" for almost every application? Well, guess what? CRM systems are no exception to this trend. Mobile CRMs have become an absolute must-have for businesses whose employees are always on the move and need to access CRM data at their fingertips, no matter where they are. Mobile trends have elevated Mobile CRM to become one of the most crucial CRM trends.

                 And let me tell you, this trend is not slowing down anytime soon. Some of the biggest names in the CRM industry, like HubSpot, Zoho, Pipedrive, and Salesforce, have hopped on the mobile bandwagon. They have recognised the significance of mobile accessibility and now offer slick versions of their systems that are specifically designed for your trusty mobile devices.                

Now, picture this: Imagine your business trying to get the most out of its CRM, but your users are constantly facing roadblocks when it comes to accessing the data they need. Frustrating, right? That's why you must take a closer look at CRM systems that come with robust mobile options. By doing so, you can ensure that your team has smooth, uninterrupted access to all the essential CRM data, no matter where they are or what device they're using.

So, my friend, the bottom line is this: If you want your business to thrive in today's fast-paced, always-on-the-go world, you've got to make sure your CRM system will need to become part of these CRM trends and become mobile-friendly. It's the key to keeping your team connected, productive, and always one step ahead.
One Person Company - CRM

​One-Person Company

Guess what? The odd part of the CRM trends is you don't need a big fancy company anymore to enjoy the benefits of a CRM! In the year 2023, even a one-person operation can reap the rewards of using a Customer Relationship Management (CRM) system.

Imagine this: you're a solopreneur managing your business, and things are getting hectic. You're juggling a bunch of contact details, trying to keep up with a busy pipeline, and desperately needing to stay on top of your customer data. That's where CRM swoops in to save the day!

See, freelancers often face these exact challenges. We get it. That's why CRM platforms have started catering to the needs of this vibrant market segment. 

So, even if it's just you and your business, don't underestimate the power of a CRM. It can be your secret weapon to stay organised, build stronger customer relationships, and ultimately boost your success. Get on board with the CRM trend and watch your business thrive, no matter how small it may be!

As businesses keep changing and growing, the world of Customer Relationship Management (CRM) is always changing too. It's like how technology, personalization, the Internet of Things (IoT), and social media play a big role in shaping how companies manage their relationships with customers, you know?

To make the most out of their important customer relationships, businesses need to keep up with these trends and use the latest tools and methods.

Think of CRM trends like the wind blowing in the ocean. Companies that pay attention to which way the wind is blowing can steer their ship in the right direction and have a better chance of reaching success. But it's also crucial not to get too caught up in every new trend to the point where you change your business goals all the time. Your ultimate destination should stay the same, but keeping an eye on trends and adjusting when needed will help you make progress faster and more efficiently.

How do we know all of this? Well, let me tell you. We are a team of professional CRM consultants based in Australia, and we've been in the industry for over 20 years. We've had the privilege of working with a wide range of businesses, gaining extensive knowledge and experience along the way.

And guess what? We're excited to offer you something special. How about a complimentary 45-minute consulting session? During this session, we can dive deep into your specific needs and provide you with valuable insights tailored just for you. We genuinely believe this could be a game-changer for your business, so don't miss out on this opportunity.

We also want to help you maximise your CRM's potential, which is why we're offering a free CRM audit. This audit will evaluate your current system and highlight areas where improvements can be made.

Don't miss out on this opportunity to level up your business strategy with these CRM trends! Get in touch with us today to schedule your free consulting session and CRM audit. Let's work together to drive success for your business!

If you've noticed any shortcomings in your organisation's CRM system due to these trends, or if you're looking to upgrade and keep up with more technologically advanced competitors, our CRM comparison guide is a great place to start. It gives you an overview of the features offered by different vendors, helping you make informed decisions. While you're at it, why not check out our other articles or follow us on social media and YouTube? You can also read testimonials from our clients on our website.

Thanks for reading! We'll be sharing more useful information in the future, so stay tuned and stay updated.

Karan Sharma

Social Media Expert IT Solutions Solved

Karan Sharma is a skilled content writer, SEO strategist and social media manager. He crafts compelling narratives, optimises content for search engines and designs engaging social media campaigns.