What does 2023 look like for CRM innovation? What’s the growth trajectory of CRM?
How will CRM platforms enable and empower businesses to wow their customers with the digital customer experience gaining momentum?
Customers prioritize positive experiences above everything else, and the stakes are high for organizations. In 2022, nearly 90% of customers said the experience of a company was just as important as its products or services.
As the countdown to 2023 is on, let’s examine the trends and predictions that are expected to shape CRM next year and beyond.
- Businesses to integrate operations with cross cloud
As businesses continue to leverage remote and hybrid work models, organizations are using the virtual lens to
filter tasks – from sales and marketing to operations and service. This could be one of the reasons why the global AI-enabled CRM market revenue is expected to reach $72.9 billion by 2023, and why AI will be used in 90% of new enterprise apps by 2025.
- Data integrity to drive customer loyalty
In 2023, clients are expected to engage with businesses that focus on data security, accuracy, and management. Additionally, higher preferences are expected for those organizations that will focus on integrity-driven AI usage and implementation.
A 2022 survey by Salesforce found that 57% of customers raised issues related to transparency and the ethical use of data.
- CRM adoption and usage to gain pace
Believe it or not, 91% of companies with ten or more employees use CRM services to drive their business operations, and CRM will clock more than $80 billion in revenues by 2025.
Not only is the CRM industry huge, but it’s also growing at lightning speed. Integrated CRM platforms like Salesforce are enabling companies to unite their marketing, sales, commerce, service, and IT teams from anywhere, streamline the way they connect with prospects and customers to close bigger deals and grow revenue.
With businesses across B2C and B2B realizing the benefits of CRM tools, worldwide investment in this technology is growing.
- CRM integration to assume center stage
As marketing, sales, commerce, and service will be connecting with customers across channels, departments will no longer optimize operations in isolation.
With 78% of customers displaying a keenness for constant interactions across teams, 2023 will be characterized by a race towards CRM integration. Reason? Businesses are keen to foster a single view of the customer across all interactions, moving the customer-facing teams onto integrated platforms will empower them.
Conclusion
A 2022 study found that the demand for automation has picked up pace in 90% of companies and will gain further traction in the coming years. It signifies that the time is ripe for businesses to jump on the Salesforce CRM bandwagon right away.
Organizations that are growing or have one or more established systems in place, or industry-specific workflows and integrations to consider, customizing their Salesforce CRM with the help of a trusted implementation partner like Forsys will enable them to design a solution that supports their business and the way they work.
Forsys is a leading Salesforce partner, specializing in revenue operations with experience in more than 200 engagements, which brings deep industry insight, proven customer solutions experience, and Salesforce know-how.
To take a deep dive into the core competencies of Salesforce CRM and how our joint solutions drive growth and accelerate the path to value for businesses, talk to our experts.