Where will CRM be in 5 years?

20/09/22 02:20 PM By Shayne

CRM applications have been playing a huge role in digital revolution— changing the way business is done. It has been helping various companies and will continue to do so in the coming years. As technology advances and commercial markets globalize, CRM applications will need to advance in order to keep up with the competition. And with CRM becoming more popular in the industry, we can’t help wonder what else is in store for the application.


It is difficult to predict exactly how CRM applications will evolve in the next five years. However, there are a number of key trends that are likely to shape the future of the CRM market. 

What to look forward in CRM applications?

  1. Cloud-Based CRM

One of the important things to note is the increasing popularity of cloud-based CRM solutions. On-premise CRM software used to be the go-to solution of businesses. However, many businesses are now opting for cloud-based solutions. This is mainly because of the upfront costs incurred in acquiring on-premise software. Years from now, cloud-based CRMs will even be more accessible to companies who want the benefits of a powerful customer relationship management platform without having to spend the money on the infrastructure needed to support it.


  1. Improved Customer experience and engagement

In the future, CRM may find a new purpose; from being an internally focused software to an emphasis on the external. This means that it will be able to engage and build relationships with customers on their terms and according to their needs instead of only focusing on internal sales data. It should also deliver better customer experience with an integrated customer experience technology.

  1. Advanced Social Media Integration

Although CRM is already socially inclined, it is not completely social media integrated. Since social media is the way to connect with customers these days, a full-on integration does not seem too far fetched. Social media is a great way to get more insight into customers and companies are actively looking to optimize on just that. Since almost all companies now use the online platform to network influence customers, it is just a matter of time for CRMs to have a more advanced social media integration.

  1. Designed to be User-Friendly 

The coming years is said to bring about a renaissance of simplicity, where the focus shifts back to making things easy and simple to use. With multiple fast-paced industries, companies will prefer a user-friendly application where they can save time from navigating around their CRM. When given a choice, people will adopt the intuitive capabilities and ignore things they do not understand.Hence, CRM trends will have AI functions that are accessible even to non-technical users. 


  1. Powered by AI

Mass personalization would be a hallmark of CRM software of the future. This includes the ability to interact with each customer differently based on individual needs, which is possible through relevant and extensive data collection such as sales data. Examples may include an auto-generated list based on a customer’s buying habits. With its current growth trajectory, experts predict that in the next coming years, CRM and Artificial intelligence may be unthinkable as separate entities.

The Future of CRM

Currently, CRM applications are used to manage customer data, automate marketing processes, and improve customer service. In the future, CRM applications will become even more user-friendly and will offer more features to help businesses improve their customer relationships. 


SugarCRM ranked as a Champion CRM platform for two years in a row. It continues to  create a platform that helps businesses see a clear picture of each and every one of their customers without all the usual headaches that come with traditional CRMs. Overall, SugarCRM is already a step ahead in leveraging methods and practices pulled from big data and data science companies will need in the future. It is then safe to say that SugarCRM is the future of CRM.

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