Shulou(Shulou.com)06/02 Report--

At present, CRM and voice technology have been in a state of explosive growth, but they are rarely combined in a practical way. Even though CRM has been invested a lot of money, more work needs to be done in order to make it more useful.

In the field of enterprise software, CRM is really powerful. Last year, CRM's global revenue reached $39.5 billion, surpassing spending on database software ($36.8 billion) for the first time, according to Gartner. CRM is not only the first, but also the fastest growing software market, with a growth rate of 16%. As Grand View Research predicts, the CRM market will fully double to more than $80 billion by 2025.

Nowadays, a hundred flowers blossom in the software market, and CRM is becoming more and more important in enterprises. But even if a large amount of money is invested into it to make it play a core role in the digital transformation of enterprises, for the users of the software, CRM still does not achieve the desired results.

The formation of platform and cloud, as well as the integration between applications, make the product closer to the needs of users. But it still takes a lot of time and effort to improve the efficiency of individual transactions.

In a 2017 CRM Essentials survey of 500 CRM users sponsored by Introhive, 73% of respondents said that what they often do with CRM is to update contacts and account records manually, while 68% enter contacts and accounts manually. 45% of respondents believe that the most important way to succeed at work is to talk face-to-face. Forty-three percent of respondents thought CRM was very helpful in achieving their goals, but 12 percent said CRMs were useless in this regard.

These data show that when 60 per cent of respondents said they used CRM every day, 70 per cent spent at least 10 per cent of their working time entering data into their CRM,60% and spent the same percentage every day looking for opportunities on CRM to build their connections with customers.

So while CRM has been growing and improving, it still doesn't get people out of the day-to-day basics, especially for sales, nor does it help users devote their time to the important tasks they expect. Although 73% of respondents said keeping in touch and updating their account records was the most common job they did on CRM, only 27% thought it was their most important task.

The changing Direction of the New Generation CRM

Here's a survey that may delight many companies, finding something that might help CRM become more useful:

L automate the input or maintenance of CRM data

Better integration of CRM with other important applications

L automatically identify and display relevant contacts, accounts and trading contracts

L automatically upgrade the identification system to facilitate communication with customers and potential customers

To sum up, for professional salespeople, the only answer to CRM becoming more helpful may be "artificial intelligence"!

In fact, the purpose of enterprises using all kinds of software is to simplify the operation. At present, with the rapid development of language processing technology, intelligent voice assistant can reduce a lot of work. This may be why companies like Amazon, Microsoft and Salesforce have recently participated in Tact.ai 's $27 million round C financing, and its intelligent voice assistant technology has greatly increased the productivity of enterprise B2B sales teams.

In a recent conversation, CRM veteran and Tact.Ai founder Chuck Ganapathi said: in 2018, every major player in the industry will add a voice interface to their products because of its ability to improve the efficiency of CRM use and make the most of it. Ganapathi says those who cannot act quickly may be left behind because consumer adoption will put pressure on companies, and those under the greatest pressure will be millennials, and those who lag behind will only fill these jobs.

Ganapathi claims that Tact is the first startup backed by a rival cloud giant. Although it is not a huge sum of money, it shows the potential impact of voice technology on enterprise software. Moreover, it points out that the system allows us to interact with the software in a more humane way to improve the efficiency of the system to help enterprises. By 2025, $80 billion is expected to be spent on CRM software, and the company will need CRM to complete all operational tasks.

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