Larry Caretsky's Predictions
In 2017, we will continue to see significant growth in the utilization of technology to improve business performance. Businesses of all sizes will utilize software solutions like CRM to automate the front office business processes that impact sales execution and customer service.
There are three areas that I believe will experience accelerated growth in the next 6-12 months.
About Customer Service
"Companies must make customer service easy for potential buyers by using automated programs that provide answers to frequently asked questions and on-line knowledge base and on-line chat if the purchaser requires human intervention."
- Marketing, customer service and e-commerce. There is nothing new here other than the fact there is now a much greater focus on automating these areas than ever before. Marketing has evolved from old school magazine advertisements, trade show and bulk e-mail to the digital world. Customers today want to buy from companies they have heard of, brands that they trust and hear from others about their buying experience with your firm. This means companies will need to promote their products using electronic media, social sites, display ads and mobile phones. They will also begin to focus on deeper analysis of customer buying trends i.e. what’s working with their new digital advertising campaigns and what’s not.
- Customer service is also evolving. Customer’s today are more demanding than ever and often decide on purchasing a product based on how quickly and efficiently they can get answers to their questions. Companies must make this easy for potential buyers by using automated programs that provide answers to frequently asked questions and on-line knowledge base and on-line chat if the purchaser requires human intervention. In addition, the customer has truly become king in today’s digital world and will expect to book on line service calls based on their availability and not the availability of the service provider. Those that provide this service will have a significant advantage over those that do not.
- Lastly, look for e-commerce to boom as well. I am not referring to traditional business to consumer or B to C, e-commerce that has been around for a decade or more, but instead business to business B to B, e-commerce.
In fact, this area has been silently growing year after year particularity for companies in the manufacturing sector that are seeking ways to expedite order fulfillment and better manage inventory and their sales channel. This is being done via automated systems that manage new orders and monitor product delivery.
It’s an exciting time to be in the technology space which is evolving faster and faster and there are some wonderful opportunities to take advantage of this changing landscape.
Mr. Caretsky can be reached at Commence Corporation
He was interviewed on CRM Radio: on the subject of Sales Enablement.
Mr. Caretsky is scheduled for an interview on SLMA Radio on December 8th at 10:30 am pacific time on SLMA Radio and the subject will be Marketing Enablement.
About Commence Corporation
Commence Corporation is a provider of Customer Relationship Management (CRM) software and Business Automation Tools for mid-size companies. The company develops and delivers a diverse suite of business solutions that integrate people, processes, and technology with a focus on sales, marketing, and customer service. Commence products are used by several thousand people around the world to streamline front office business processes to increase workforce productivity, foster positive customer relationships, and reduce operating costs.