As developments in mobile and social technology continue to grow, the gap between organizations and their customers is shrinking. Now, it’s easier than ever to tap into the preferences and opinions of your audience and use that data to deliver smart, pointed messages crafted to appeal to their tastes and inclinations, increasing opportunities for shopper conversion and upsell. As we continue our blog series identifying CRM trends for 2015, today we’ll look at new ideas in crm customization and personalization, and how deeper customer insights can mean more effective—and lucrative—customer interactions.
The biggest shift in this movement is from static corporate websites to dynamic, interactive apps that engage, motivate, and connect with users. This proactive approach means you can connect with and influence shoppers before they even visit your store or click on your homepage, and service agents can identify and solve issues before they escalate.
Practical applications of a more connected CRM customization experience range from personal assistants who curate selections based on shoppers’ styles, to custom menus tailored around individual palates and dietary restrictions. Mobile technology is also catching on, evidenced by the new Google Now, an online personal assistant akin to Apple’s Siri, that can not only answer questions, but also deliver information it thinks the user might find helpful based on search habits. Similarly, Flayr uses your connections’ social media recommendations to bring specific products, along with purchase information, to your attention.
As customers seek new and emerging ways to express themselves and share their opinions, staying relevant as an organization means keeping up with the times, and in this case—the technology. Your audience is talking, and it’s more important than ever to join the conversation.
Tune in next week to learn about omni-channel CRM, and how to bring offline dynamism into your online presence. In the meantime, to learn more about these new technologies and how our seasoned CRM consultants can deliver this functionality to your business, please contact any member of our consulting team at [email protected] We also encourage you to contact Tokara’s VP of Business Development, Mark Fillingim, directly at +1 972-719-0213.
CRM Trends, “Top 5 CRM Trends for 2015,” http://www.crmtrends.com/crm.html
Goode, Lauren, “Ten Things You Didn’t Know Google Now Could Do,” Re/code, August 4, 2014, http://recode.net/2014/08/04/ten-things-you-didnt-know-that-google-now-could-do/