Looking Ahead - CRM 2012 – A DataMentors Data Quality Blog

CRM (Customer Relationship Management) has dramatically shifted in the past few years. With the emergence of social media, the burden of a tough economy, and new products constantly arising on the horizon, companies have had to adjust to the new CRM landscape. Looking ahead to 2012, new trends are dramatically refreshing the popularity and success of CRM strategies.

Analytics
More transactions and customer interactions mean more data. It is crucial that data is cleansed, integrated and analyzed to be useful. Businesses need to utilize analytics in every application, company-wide, to develop meaningful customer relationships. Customers are more sophisticated and savvy than ever before. Analyzing and cleansing customer information will ensure that you ENGAGE your customers and prospects and develop lasting relationships.

Social CRM
The social scene is exploding, becoming the virtual meeting spot for customers and businesses. A social presence on Twitter and Facebook provides an ideal platform for personally interacting with customers and prospects, but can also become overwhelming. Social media generates huge amounts of data , and companies are beginning to realize the importance of utilizing analytics and data quality software to integrate this information into the total customer picture.

The bottom line for CRM 2012 is that customers WANT to be engaged in meaningful ways. They are smarter and more informed. Companies must integrate analytics and data solutions in every day-to-day activity to maintain and enhance customer relationships. Casting a wide net is no longer effective. Businesses must learn to listen and react on a personal level.