Top CRM Software Development Trends To Watch Out For 2024


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CRM Trends to Watch Out In 2024
Customer Relationship Management (CRM) systems have evolved significantly over the past few years. As businesses become increasingly customer-centric, the demand for more sophisticated and integrated CRM solutions continues to rise.

In 2024, the CRM landscape is poised for even more transformation, driven by technological advancements and changing business needs.

The blog below will delve into the top CRM software development trends for 2024 that businesses should watch to stay ahead in the competitive market.

What is the CRM market in 2024?

The CRM market in 2024 is witnessing robust growth, pushed by the increasing need for efficient customer engagement strategies.

According to the latest reports, the global CRM market is expected to reach approximately $262.74 billion by 2032, increasing 12.6% from 2024 to 2032.

The proliferation of digital channels fuels the growth, the adoption of cloud-based solutions, & the incorporation of advanced technologies like AI and IoT.

Businesses across various industries utilize CRM systems to enhance customer satisfaction, improve sales efficiency, and gain deeper insights into customer behavior.

The competitive landscape also pushes CRM vendors to innovate continuously, offering more personalized and comprehensive solutions to meet businesses’ demands.

Top CRM Trends to Watch in 2024 & Beyond

Customer Relationship Management (CRM) systems evolve rapidly, driven by technological advancements and changing business needs. Here are the top CRM trends to watch in 2024 and beyond:

Customer Relationship Management (CRM) systems evolve rapidly, driven by technological advancements and changing business needs. Here are the top CRM trends to watch in 2024 and beyond:

1. AI Revolution

Artificial Intelligence (AI) revolutionizes the CRM industry by enabling more innovative, predictive, and automated processes. AI-powered CRM systems can examine customer data to identify patterns, predict customer behavior, and offer personalized recommendations.

The AI In CRM Market is expected to grow significantly, rising from USD 4.1 billion in 2023 to nearly USD 48.4 billion by 2033 globally, representing an outstanding compound annual growth rate (CAGR) of 28%.

AI-driven chatbots & virtual assistants are becoming more sophisticated. They provide instant support and resolve customer queries with minimal human intervention.

Machine learning algorithms are also helping businesses segment their customer base more effectively, allowing targeted marketing campaigns that yield higher conversion rates.

2. Automation

Automation is another critical trend shaping the future of CRM systems. By automating repetitive & time-consuming tasks, businesses can improve operational efficiency & allow their teams to focus on more strategic activities.

CRM automation includes automated email marketing, sales follow-ups, data entry, and customer support processes.

With advancements in workflow automation tools, CRM systems are becoming more intuitive and capable of handling complex business processes. It lowers the chances of human error & ensures a more consistent and smooth customer experience.

The adoption of CRM automation is expected to grow significantly in 2024, with many businesses planning to automate at least one business process within their CRM system.

3. Integration of Voice Assistants

Integrating voice assistants in CRM systems is an emerging trend that is set to enhance user experience and productivity.

Voice assistants like Amazon’s Alexa, Apple’s Siri, & Google Assistant are integrated into CRM platforms to enable hands-free operation and streamline various tasks.

Sales representatives & customer service agents can use voice commands to access customer information, update records, set reminders, and even initiate calls or send emails.

Such a trend is particularly beneficial for mobile sales teams, which are often on the go and need quick access to CRM data without manually navigating the system.

4. CRM Mobile Apps

The rise of mobile technology has made CRM mobile apps indispensable for businesses. Mobile CRM apps allow sales and customer service teams to access & update customer information in real-time, regardless of location.

The worldwide mobile CRM market revenue was $28.97 billion in 2023 & is anticipated to reach $52.4 billion by 2029.

Mobile CRM apps provide a range of features, including offline access, real-time notifications, and GPS integration, which enable teams to stay connected and responsive to customer needs.

The trend is significant for businesses with remote or field-based employees who require smooth access to CRM data on their mobile devices.

5. Augmented Reality (AR) Support

Augmented Reality (AR) is gradually entering the CRM domain, offering new ways for businesses to engage with customers. AR can enhance customer interactions by providing immersive and interactive experiences.

For instance, AR can be used in product demonstrations. It allows them to visualize products in their environment before purchasing.

In the real estate industry, AR can enable virtual property tours, providing potential buyers with a realistic view of properties without needing physical visits.

Similarly, AR can enhance the in-store experience in the retail sector by offering virtual try-ons and personalized product recommendations.

As AR technology becomes more mainstream, its integration into CRM systems is expected to grow, offering businesses innovative ways to connect with customers.

6. Cloud-Based CRM Solutions

Cloud-based CRM solutions dominate the market, offering businesses flexibility, scalability, and cost-efficiency. 87% of businesses depend on cloud-based CRM systems for remote access and the ability to scale resources based on demands.

Cloud-based CRMs eliminate the need for on-premises infrastructure, reducing IT costs and maintenance efforts.

They also offer smooth integration with other cloud services and third-party applications, providing businesses with a comprehensive and unified platform for managing customer relationships.

The shift towards cloud-based CRM solutions is further accelerated by the increasing adoption of remote work practices, which require secure and accessible CRM systems from any location.

7. Omnichannel and Social CRM

In 2024, businesses increasingly adopt omnichannel and social CRM strategies to provide a unified and consistent customer experience across all touchpoints.

Omnichannel CRM systems integrate various communication channels, including email, social media, live chat, and phone, allowing businesses to manage customer interactions smoothly.

Social CRM, in particular, employs social media platforms to engage with customers, gather insights, and resolve issues in real-time.

96% of business leaders expect to incorporate social media data into their CRM within three years to improve customer engagement & drive brand loyalty.

Omnichannel CRM solutions also give businesses a 360-degree view of the customer, allowing them to deliver personalized and contextually relevant interactions.

The trend is crucial for businesses looking to build stronger customer relationships & improve overall customer satisfaction.

8. Internet of Things (IoT) Integration

Another trend gaining traction in 2024 is the integration of the Internet of Things (IoT) with CRM systems. IoT devices produce huge amounts of data that can be used to get deeper insights into customer behavior and preferences.

Businesses can offer more personalized and proactive customer service by integrating IoT data with CRM systems. For instance, in the automotive industry, IoT sensors can monitor vehicle performance and alert customers to potential issues before they become critical.

The data can be integrated into the CRM system to create detailed customer profiles and provide tailored service recommendations.

Similarly, in the healthcare sector, IoT devices can track patient health metrics and integrate the data with CRM systems to offer personalized care plans.

Integrating IoT and CRM systems enables businesses to move from reactive to proactive customer service, anticipating customer needs & addressing issues before they escalate. The trend is expected to drive significant improvements in customer satisfaction and loyalty.

Final Thought

Rapid technological advancements and evolving business needs characterize the CRM landscape in 2024. From AI-powered automation to the integration of voice assistants, AR, and IoT, the future of CRM is set to be more intelligent, interactive, and customer-centric.

Businesses that embrace the latest CRM trends will be better positioned to enhance customer relationships, improve operational efficiency through CRM automation, and stay competitive.

As technology advances, businesses must stay updated on the CRM trends 2024 and continuously innovate their strategies.

By employing the latest advancements in CRM technology and custom software development, businesses can create more personalized and engaging customer experiences, driving growth and success in the years to come.

Maulik Pandya
Maulik Pandya is a lifelong Analyst, Founder of Evince Development & Eatance. He has good knowledge in Coding, Business Analysis, Providing Enterprise Solutions, Project Management, Sales Consultation, Marketing, Operation Management, Talent acquisition, Mentorship and Leadership. Apart from his professional life, he is a good Husband, Father of two beautiful Daughters, a Generous Friend, Garba Lover, Zumba Enthusiast, a Blogger, and a Helping hand to everyone.


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