Improving customer relationships is a top concern for most businesses today. Cloud solutions and technologies have made it easier than ever for businesses to implement solutions that drive customer engagement. Yet, at the same time, the abundance of choice has added to the complexity and anxiety of decision-makers. How do you decide where to invest your limited –and valuable– resources to best help your company compete for customers? Watch these slides to learn about some of the top CRM trends to watch in 2020. In this session, you will learn: – Where does CRM fit within the modern, digital enterprise – What are the top CRM trends to watch in 2020 – How can you take advantage of these trends

1. CRM Technology Trends
to Watch in 2020
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2. IMAGES WITH TEXTTrend #1: Balancing Personalization and Privacy
Source: SmartHQ; Personalization and Privacy study.
Personalization
72% of consumers will
only engage brands
that tailor messages
90% of consumers will
provide data for a
better experience
Privacy
79% believe
companies know too
much about them and
are most concerned
about privacy

3. IMAGES WITH TEXTTrend #1: Balancing Personalization and Privacy
What does this have to do
with my CRM?
Geographic & Cultural
Factors
Firmographic Factors
Demographic Factors
Key factors to consider when
balancing personalization
and privacy
Regulations &
Compliance

4. IMAGES WITH TEXTTrend #2: It’s not just CRM
Sales Marketing Service Operations
Privacy &
Compliance
AI &
Martech
Cx & Ex Automation
We have traditionally been focused on how to bring together heterogeneous business solutions
…but a new challenge has emerged in bringing together various cloud tools with your CRM.
So, what are the implications for CRM? For upgrade cycles, are we back to best-of-breed vs. best-of-suite?

5. IMAGES WITH TEXTTrends #3: AI palooza ends
AI embedded in the major CRM platforms may start to displace smaller, niche AI solutions.

6. IMAGES WITH TEXTTrends #3: AI palooza ends
AI embedded in the major CRM platforms may start to displace smaller, niche AI solutions.

7. IMAGES WITH TEXTTrends #4: CRM + Intelligent Automation
CRM plays a central role in the shift from Robotic Process Automation to Intelligent Automation

8. IMAGES WITH TEXTTrend #5: It’s (still) all about data
The promise of AI, ML, intelligent or robotic automation, privacy tools can’t be realized without good data
The Ugly
• 25% of average enterprise
CRM databases are inaccurate
or incomplete
• >33% leave this data as-is…
and use it!
The Bad
• Martech AI and automation
tools are sold as magic
buttons that will solve these
problems
• But what actually happens when
you plug AI or automation tools
into bad data?
• You amplify the inaccuracies.
The Easy
• Data quality tools, infused
with AI, are rapidly
improving and can help
improve CRM data
• These tools do not replace
a data governance plan
and team

9. IMAGES WITH TEXTA quick note on “trends”
Source: Adams, Scott; https://dilbert.com/

10. Contact Us
• Website: www.winwire.com
• Email: marketing@winwire.com
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• Twitter: @winwire