" CRM platforms and related technologies which enable more systematic and structured customer interactions"
Majority of CRM inquiries (est. > 85%) and resulting projects are technology focused.
Over 11,000 (Yr. 2023) CRM and related technology vendors (CRM Resources)
Salesforce (www.salesforce.com) is the dominant market leader.
CRM Technology Evolution
CRM 0.5
- Database marketing.
- Contact Management.
- Direct Marketing.
- List Management.
- Call Centre
- …
CRM 1.0
- Sales Force Automation (SFA)
- Campaign Management.
- Customer Contact Centre.
- Multi – Channel.
- Personalisation 1.0
- Customer Analytics.
- Data Warehouse/ Mart
- OLAP
- Business Intelligence
- Lifetime Value
- Segmentation
- …
CRM 2.0
- SaaS (Cloud).
- Customer Experience Management (CEX).
- Voice of the Customer (VoC).
- Social CRM.
- Personalisation 2.0.
- Mobile CRM.
- Omni – Channel.
- Privacy/ Data breaches.
- Sharing economy.
- Advanced Analytics.
- Customer Scoring.
- Big Data.
- Predictive Analytics.
- Machine Learning.
- Data Mining.
- …
CRM 3.0
- Artificial Intelligence.
- Internet of Things (IoT).
- Bitcoin/ Blockchain.
- Virtual/ Augmented Reality.
- Hyper – Personalisation.
- What can you imagine?
