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The continued growth of web-based and web-enabled CRM software and systems, including:
- SaaS / Cloud computing - fully online CRM software
- Hosted or combined online / on-premise CRM software services and systems (with the reduction of solely on-premise CRM software)
- Web services, web support
- Integration of CRM software with e-commerce systems
- Social CRM and the ability to share information and communicate with customers / employees via social media
- Integration of multiple social media products / social collaboration capabilities eg Facebook, Twitter, chat, blogs, news feeds, activity feeds and updates
- Integration with mobile devices and facilitating full remote working eg with tablets, smart phones
- Supporting multiple sales and customer support channels eg e-commerce, website, email, mobile, smart phone, social media
Non-web CRM software trends - continued growth of:
- Automation of marketing, sales force, customer support and workflow
- Functionality and features added to CRM software
- Software scalability
- Improving analytics, business intelligence and reporting
- CRM software integration with ERP, Accounting software, Outlook, office products
- Integration with other 3rd party products
- Increased user productivity
- Reducing costs of ownership and faster implementation from using SaaS CRM
CRM software market trends - continued growth of:
- Competition, especially in the mid-range and the enterprise CRM software market
- Vendor consolidation
For an impartial guide to the ‘key criteria of good CRM software’ visit: CRM Software Criteria
Or, visit: Accounting software trends / HR software trends / Payroll software trends / Cloud computing pros and cons / Cloud computing and security / Software vendor consolidation
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