The year 2020 was a challenging year for everyone - individuals, small and medium-sized businesses, large corporations, and Fortune 500 Companies - all of which were unable to anticipate market trends with supply chains across the world in total turmoil because of lockdowns, shutdowns, and economic crisis. It was during these challenging times that Salesforce, the world's #1 CRM company, provided huge assistance to organizations, healthcare institutions, employees, customers, partners, and communities with philanthropic donations and uninterrupted CRM support.
Most-Anticipated Salesforce Trends To Watch Out For In 2021 And Beyond
1. Advanced Analytics and Reporting
We all know the significance of a clean data set and precise, accurate analytics when it comes to improving business functions and processes in the long term. In 2021 and beyond, organizations are likely to move to more predictive data models to better anticipate the future actions of their customers based on past interactions and purchase history.
By accessing the information on what their existing and potential customers are doing on the internet, what they want repeatedly, what they share, and their site visits, data analysts can identify behavioral patterns and trends to find out what customers are likely to do in the future. This collected information can then be used for better content marketing, better targeting, and a more informed and purposeful sales and customer service process. Trust organizations to believe and embrace Salesforce CRM-empowered advance analytics and reporting in 2021 and beyond!
2. Artificial Intelligence (AI)
Artificial Intelligence is becoming an integral component of our everyday lives. Many of us are knowingly or unknowingly leveraging the innumerable advantages of Artificial Intelligence in our household products such as Alexa, Siri, Google Homes, iRobot vacuum cleaners, Voice-activated remote controls, and smart televisions.
Now comes the big question - why shouldn't we leverage Artificial Intelligence in our businesses?
The answer lies in the fact that Artificial Intelligence leverages human capabilities such as reasoning, planning, understanding, perception, and communication and it's no surprise that CRM leader Salesforce realized this immense potential long back and came back with Salesforce Einstein, the first comprehensive AI for CRM.
By using Salesforce Einstein, users can experience increased team productivity, better community management, improved sales lifecycles, and purpose-driven marketing predictions. In fact, Salesforce experts are of the view that the integration of Salesforce and Artificial Intelligence could result in enhanced revenue across the globe by a whopping $1.1 trillion and create 800,000 net-new jobs by the end of the year 2021. In the years ahead of us, AI for Salesforce CRM will be a gamechanger! Find about more about it by contacting our Salesforce CRM Consultants.
3. Mobile Optimized Application Development
A huge marketing space for businesses is up for grabs with more and more people becoming more mobile-friendly. The concept of Salesforce mobile application development services is likely to explode to unprecedented heights that will help businesses of all sizes to engage better with their customers through software development kits (SDKs) to build mobile-friendly interfaces of mobile apps and web pages.
Mobile Optimized Application Development will revolutionize the tools, functionalities, methodologies, and features to ensure optimal performance and optimize user experience not just from the technical standpoint but also with conversion rates. The present is bright and the future will be even brighter with Salesforce CRM!
4. Designing experiences for the digital-first employee
Customers became digital-first because of the COVID-19 pandemic and the same is expected to be followed by employees. After all, employees appreciate customer experiences and journeys for a reason. In 2021 and beyond, employees are likely to leave behind workplace experiences that don't satisfy their expectations.
In the Salesforce State of the Connected Customer report, it was found that 84% of customers were of the view that the customer experiences an organization provides are as important as its products and services. Additionally, 73% of customers said that a single extraordinary experience raised their expectations of other organizations and 66% of customers today are willing to pay more for great experiences.
And now is the perfect time to connect the dots from customer experience (CX) to employee experience (EX). The question for chief human resources officers (CHROs), chief people officers (CPOs), hiring managers, and most importantly, business leaders, to answer is, what can be learned from innovative and industry-leading customer experiences? How can user experience insights be applied to our processes, work, initiatives, and technology investments to inspire more creative, collaborative, dependable, desirable, and intuitive experiences to reimagine work?
In 2021 and beyond, customer experience becomes the internal equivalent of employee experience. Organizations that will collaborate with CX and EX through Salesforce CRM will gain a competitive advantage and the concept will be a magnet for sought-after talent.
These are just a few of the trends that everyone is excited about. At Cloud Journey Consulting Group, we're just as excited for 202 and already thinking about beyond. Our teams of Salesforce CRM Consultants look forward to collaborating with you in a more innovative 2021.
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