How can ERP systems augment enterprise productivity & customer experience in 2021?

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By Admin / October 26, 2020

From mere dashboards to highly productive data management systems, Enterprise CRM solutions have had an over-arching evolution over the decades. Aimed at fastening time to market, the CRM industry is expected to cross 80 billion USD by 2025 wherein everyone from a small scale business owner to large enterprises is using these tools to automate their processes and boost interactions.

So be the customer-centric project management tools, ERP systems or analytics dashboards, unlatching more by doing less will govern; exactly what the enterprises are aiming for. At length, these software systems ought to address the gaps in the existing ecosystem and thus empower organizations in managing sales, nurturing leads and automating most of the business activities.

As per Gartner, new-age technologies such as AI, IoT, and Bots are some of the most impactful technologies that’ll disrupt our outlook towards the possibilities of CRM systems. And those who woke up to the trend in time have swept the market with their innovative solutions.

Here’s how contemporary CRM systems must be conceived to resolve key challenges in the industrial facet. In 2020, enterprises are steering their CRM strategy to enhanced CX – How prepared are you?

Here’s what you shouldn’t ignore!

Mobility Compliance – More users prefer reporting through handheld devices

More than 90% of companies across the SME sector have CRM deployed and thus it is pertinent to visualize these tools accessible on several devices. The zest for anytime anyplace access will rather increase in 2020.

Given the advent of IoT and a series of devices in the network, mobile CRM satiates the enterprise requirement with comprehensive dashboards designed for the vertical screens. Not only should the CRM enable the users to stay updated on the go but also accommodate an exponential increase in the number of users accessing the tool. Besides being thorough with the real-time analytics of the incoming data from a variety of sources, the tool should be easy to learn and use.

In these agile markets wherein 65% of sales rep using mobile CRM close a deal faster than the ones using traditional systems, CRM mobility is more than just an asset.

On-Demand customization as per the changes in the leadership

Changes in the leadership both at the executive and manager level will precipitate a CRM makeover. In most scenarios, the new member will have a hard look at the current CRM and would want a completely different perspective to sales including forecasting metrics, the relevance of data from the front-line sales staff, probability of closing a new deal and others must be addressed to with immediate effect.

Therefore, organizations must seamlessly customize their reporting processes to stay in compliance with such unseen changes. Most CRM systems fail to address such as demand customization without affecting the overall -solution architecture. Entering 2020, the CRM system should resolve the gaps while delivering optimal solutions with no fail.

Unbeatable Customer experience with Hyper-Individualization

Targeting the masses doesn’t deliver anymore. Marketers must focus on customer experience at the individual level. Hyper-individualization refers to deep personalization experience for the customer using years of data coupled with behavioral predictive thinking. Highly anticipated as the key differentiator in the future of CRM, the ability to predict what a customer would want has met with tremendous success and B2B interactions are no different. Take smart speakers for example. Google Home and Amazon Alexa do more than just making wild guesses.

They are providing a humane experience by listening to your commands and acknowledging with suggestions. These wonderful devices are erected to assist an individual exclusively. While we have just begun to use them for playing music and switching off the appliances, 2020 will bring an exhaustive utilization of the data captured and sent across analytics systems including CRM.

Therefore, the CRM must use personalization technology to understand the user’s expectations as far as possible. While 94% of enterprises are confident about the impact of personalization on bettered analytics, 2020 will see a huge leap over.

Going Forward 

 Technology is the basis of disrupting the customer experience. And those who have realized the precision of emerging technologies such as AI, IoT and Blockchain will have a lasting presence than others. Contemporary CRM systems are not just about populating data on the dashboard. Unlike their predecessors, they must address to pointed demands and make the overall analysis a productive experience, both for the developer and the customer. Leap and experience the AI-powered CRM systems in the cloud. Lucrative returns are guaranteed.