CRM in 2018: 4 Resolutions for the New Year

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CRM technology will continue to evolve in the years to come.

What can we expect in 2018? The most prominent advances in CRM technologies will be in how artificial intelligence (AI) and machine learning (ML) will help drive personalization and automation to make businesses smarter. The inclusion of AI- and ML-based technologies into CRM systems will help organizations find answers to their questions, make predictions, and minimize the “busy-work” so employees can focus on high-value, personalized interactions with prospects and customers.

With innovations and new CRM advancements on the horizon, the New Year brings new opportunities to get more out of your CRM platform and leverage the latest innovations. We’ve pulled together four resolutions for 2018 that will help your organization get more value from your CRM platform and be ready to embrace the newest innovations.

Resolution #1 – Make CRM part of your overall business strategy

CRM should be thought of as a business strategy, aligned with a company’s goals. Too often, CRM is implemented without a solid understanding of the overall picture. A business ends up with the ability to do a couple of new things, but miss out on the real value a CRM solution can deliver.

CRM as a business strategy is about transforming business so that everyone is aligned and able to achieve a company’s mission.

Read more about how to make CRM a business strategy in this blog post.

Resolution #2 – Cross-pollinate your teams

Start thinking of CRM as more than just a sales tool. In our experience, many organizations do not have a full picture of their customers, nor do they recognize that the lack of integration is a problem. Departments are operating in silos, no one is talking to each other, and everyone is just doing their job. It’s “business as usual.”

To achieve a 360-degree view of your customers, you need to “cross-pollinate” between all customer touch-points. This requires integrating the various parts of your business’s operations and data to provide people with the right information at the right time. You will be able to unearth more information about your customers, and everyone in your organization will have a 360-degree view of them.

Download our eBook, Your Dynamics 365 Manifesto, to learn how Dynamics 365 and our expertise can help your business “cross-pollinate” to truly transform your business.

Resolution #3 – Invest in training to drive user adoption

The key to a successful CRM implementation and long-term user adoption is investing in training. Training provides users with awareness of the features and functionality of the system; in turn, that will build their confidence and improve productivity. It also helps your organization meet the needs of each user, because across departments your users have different needs/requirements of the CRM solution. Training will make it easier for them to access the data they need and do their jobs more effectively.

Resolution #4 – Become data-driven

There is an abundance of data. It’s a matter of how you use it. Building strong customer relationships requires the ability to analyze data (from multiple sources, such as marketing efforts, leads, social media, customer service, and more), make better decisions, and drive action.

Define what data is most important to the business and enable advance reporting to analyze and visualize your data. This will inform future decisions that will impact the bottom line.

Ready to kick off the New Year with Dynamics 365? For the most up-to-date information on Dynamics 365, contact Patrick Renier at or 440-565-0245.

By | 2018-01-03T17:00:49+00:00 January 3rd, 2018|CRM Information|0 Comments

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