3 CRM Trends on the Horizon

David Cummings on Startups

Continuing with yesterday’s post, Will the Next Major CRM Provider Please Stand Up, there are a number of trends on the horizon that will have a major impact on CRM. CRM, or Customer Relationship Management, is such a large market that a number of trends, like social media, have already started changing the product landscape. I’d like to talk about three specific trends.

Here are three trends in CRM that are on the horizon and will have a serious impact:

  1. Decline in Sales People — just like travel agents, as markets mature and web technologies get better, more and more products and services will be bought in a self-service manner online, reducing the number of sales people (sales people will never go away but technology is going to replace a number of them)
  2. Industry Specific CRMs — one size doesn’t fit all and as more people are exposed to…

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