CRM for selling

An important tool when we are working with Marketing strategies is CRM (Customer Relationship Management). Since I arrived here in Montreal, I knew that I needed to learn more about local customer and a good way would be to work with CRM.

Sure, to have some study is a start. For that I went to HEC to have a Certificate in Marketing. That helped me a lot. But I could not stop there. So, while I'm not working in the marketing field, I looked for another way to learn more. Therefore, I started to read about Google Analytics and the tools they use.

I started with Digital Analytics, how important is to analyze the quality and the quantity of data from the business and from the environment in order to improve the customer experience. Also the measurement strategy to guide the data analysis and the understanding that the customer has increased the choice and control to decide the purchase at any point of the decision path.

But what can we expect about CRM this year?

Between another things, we can say that the way that sales happens needs always to change, to adapt. Since salespeople don't see the technology empowering them, they use CRM as a management tool and don't put data into the CRM system, for what specialists say. We know that analysis should be more used by sales managers. The improvement of analytics tools accross VoIP, CRM and other tools are trend this year, but the success will depend of how companies will take action with the data that analitycs delivers to improve mobile workforce productivity.

When Microsoft put the Office suite available freemium for IOS (and the launch of the Android version), the option of opening a Word document on a mobile without losing the original format is driving other companies to play more initiatives this year.

Specialists say that IT leaders are ready to make apps available to the customers in a more controlled and secure manner. They also say that Microsoft and Google are challenging the lower mid end of the mobile device management and enterprise mobility management with their Office 365 and Google apps for work to have smaller and more budget organizations starting with a solution they already know instead of overwhelming IT Team support with another new platform.

Well, the year only started and those are only some of the millions of trends that the market is shooting in the middle of this big world  The way that we will manage the customer relationship will change a lot and we will need to learn different things everyday, only one thing won't change: the customer will always be the customer, doesn't matter who he is, where he is or what he is doing.