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5 CRM trends to watch out for in 2021

Discover 5 CRM trends to watch out for in 2021 to thrive in a world shaken up by COVID-19.

Your relationship with customers is what will win you new business over and over again. If you manage to do it right of course. So, what do you need to do to stay ahead of the fierce competition during these troublesome times? Find out what direction CRM is heading in. Take a look at these trends to spot if your business is on the right track.

Keep reading to find out why you should watch out for these 5 leading CRM trends in 2021.

[READ ALSO] Digital Transformation Trends of 2021 >>


How AI-powered CRM tools can boost your Customer Service

Artificial Intelligence to power CRM and Customer Service

Last year, it became clear that customers’ behaviour is changing drastically and continues to grow more unpredictable each passing day.

The importance of gaining deeper insights is highlighted yet again and also challenges your business to achieve much more.

How do you manage then to do more with your real-time customer data today?

Hence why Artificial Intelligence (AI) is currently one of the most anticipated developments to come in CRM. You can expect AI-powered CRM tools to push the limits of your CRM further.

Think of applications such as automating time-consuming tasks, improving your service agents’ productivity, proactively solving customer issues, advancing your chatbots, predicting your customers’ needs, and many more.


Fewer channels to spark more conversations

One-Channel or Channel-less CRM

Omnichannel is no stranger to many. Plenty of businesses already adopted the omnichannel strategy to create a seamless customer experience, even as customers jump from channel to channel.

However, this year turns out to be quite different as a single-channel approach to CRM is becoming more favoured.

What is a single-channel approach?

What this means is that current communication channels will in fact unite. Through one-channel, your sales agents and also your customer service agents no longer need to switch channels to communicate with your customers.

Add AI into the mix and the majority of the work is done, leaving you with a channel-less CRM.


Big data: The next big thing to happen to CRM

Big data and customer data platforms in CRM

Let us state the obvious. The success of CRM relies on the data that you collect as well as what you do with it. Nowadays, the personalisation of customer experience is what determines the outcome of any interaction you have with a customer. How does this actually influence your business?

Here is what you can expect from big data and customer data platform software

  • Get complete and data-driven insights on your customers.
  • Perfect your marketing strategy through one, unified view of the customer experience.
  • Allow AI to analyse your data so you can identify buying patterns and conversion opportunities.


Voice Technology on its way to CRM

Voice Assistance expected in CRM

With the rise of voice technology, it only makes sense that voice engagement is on its way to CRM. Microsoft for instance is already showing interest by funding Tact.ai, a company that owns smart voice assistance technology.

Why is Voice Technology a CRM trend to watch out for?

Currently, voice assistance empowers sales representatives to follow, message, and also alert their teams about related customer data. Now here is where things start to take an interesting turn. Imagine what voice technology paired with AI and machine learning could do for your business.

This could enable you to fuel your business with more data in addition to helpful insights.


CRM shifting to mobile and social in 2021

CRM going more social and movbile

There are two things you need to know about your customers. The first thing is that your customers crave constant connectivity.

This is what strongly drives CRM platforms to provide full and secure mobile functionality. From smartphones and tablets to any other devices that can connect to the internet.

Social Media is not slowing down in 2021

Another thing you should keep in mind is how the importance of social media is not slowing down anytime soon. Social media users today expect a response from your company almost instantly. Is this is a challenge your business is trying to overcome?

Leading CRM platforms are now planning integrations with more social networks, but the technology is not new. Current integrations with Facebook, Twitter, and LinkedIn can still strengthen and boost your relationship with customers.


Next-up: What to expect of Digital Transformation in 2021?

Digital Transformation Trends in 2021

Questions on how you can make these 5 CRM trends work in 2021?

Sales in the field

Sales in the field is what makes Field Service stand out today. Are you one of the many companies overlooking how anyone can sell?

Keep reading to discover how to transform field service technicians, inspectors and agents into sales professionals in the field.

[READ ALSO] Digital Transformation Trends of 2021 >>


Why technicians are made for sales in the field?

Field service technicians are made for sales - Field Service Inspections and Mobility

Have you thought about how your field technicians are actually in an excellent position to make additional sales offers?

When your field worker is at a customer, they bridge the gap between your business and your customer. They know firsthand what the customer needs hence why it makes sense that they can achieve more during their visits.


The job is done what now?

The job is done what now - Field Service Inspections and Mobility

Should it all end when your field technician has done his job? Why not give the field worker the tools to pave the way to another touchpoint or sales opportunity?

As such you can transform your field workers into powerful salespeople. So they can make personalised offers during each visit and enhance the customer experience.

Here are reasons why you should seriously consider sales in the field. 

  • They are already with the client and understand their needs at that moment better than anyone.
  • Your customers trust them because field technicians know what they are doing.
  • Sales can be achieved right there and then.

Achieve an unforgettable customer experience through sales in the field.

Teach field technicians to sell naturally - Field Service Inspections and Mobility

Think about it. Sometimes upgrading to a newer model is a lot more profitable for both parties. Today, Field Service has the potential to become more than just fixing and inspecting.

Additionally, your customer doesn’t always realise what they exactly need. What you need to give your field workers are the tools to identify sales opportunities.

In turn, they can present your customers with upgrades, replacements or added services at any time.


Teach Field technicians to sell naturally

At the end of the day, field service technicians were traditionally never meant to be sellers. Furthermore, the idea of selling could even make them uncomfortable.

That is why you should focus more on teaching your team to give advice and suggestions. Their interactions with your customers will stay a lot more natural and eventually boost confidence.


Identify Sales opportunities in the field with smart tools.

Identify sales opportunities in the field - Field Service Inspections and Mobility

Moreover, identifying sales opportunities with tools such as Resco Inspections relieves even more pressure. You are sure to never miss out on an opportunity with a smart mobile application.

With the real-time data in the Resco Inspections app, you can set alerts whenever an opportunity emerges.

Here is how you can make sales in the field an astonishing success. 

  • The right questions – Teach your field workers how they can ask your clients the right questions to confidently present personalised offers.
  • The right tool – Equip your fieldworker with a digital mobile solution to have everything on hand both online and offline
    • Access and record customer information
    • Smart recommendations and alerts
    • Generate quotes, capture signatures, and more.

[READ MORE] Inspections & Mobility in a Nutshell >>


Next-up: Is dispatching fewer field workers possible?

Fieldwork amidst the raging pandemic

Questions on how you can make sales in the field possible?

Fieldwork amidst the raging Pandemic

How does a global pandemic manage to block your fieldwork operations almost completely? Well, travelling is still restricted and even banned in some areas. It gets even more challenging at this point. As long as social distancing is mandatory, your employees have to do the job alone.

This year’s digital transformation trends already reflect heavily on overcoming these hurdles.

[READ] Digital Transformation Trends of 2021 >>

Keep reading to discover how to keep your fieldwork ongoing amidst the raging pandemic.


Rethinking Fieldwork and Inspections amidst the raging pandemic

What should be number one on your to-do list is to avoid overworking your field workers without endangering their safety. These hurdles led businesses to brainstorm about alternative approaches regarding fieldwork.

[READ] Inspections & Mobility in a Nutshell >>


Two always gets the job done

Fieldwork and supervision in times of COVID19

Imagine a junior field technician trying to repair a machine when suddenly the job becomes a lot more complex than predicted. With no supervisor around to offer guidance, it’s pretty obvious that the issue won’t be resolved in time.

Besides that, there might not be a senior team member available to take up yet another task. It goes without saying that it would be disastrous to put all the workload on a senior team member alone.

However work needs to be done and in some cases, it has to be done immediately in order to ensure safety. 


Augmented Reality and Remote Assistance through Resco Inspections

Resco Inspections mobile app with AR en remote Assistance

This is where remote assistance comes into play. Nowadays, mobile applications like Resco Inspections can function as an online or offline platform for training and support. Field workers independently access manuals, step-by-step guides and even video tutorials for any given scenario.

When the issue is too difficult to solve, the field worker launches an augmented reality (AR) video call with a senior technician. What makes this feature even more powerful is the ability for both parties to draw AR instructions live. You can enable your team to work together in real-time and also fix the issue instantly.

Discover how Resco Inspections makes remote assistance possible


Work smarter from a distance

Resco Inspections as a digital tool when in-person assistance is restricted

Get your business to deliver consistent field service amidst the raging pandemic. That way you always meet your customer’s expectations no matter who you dispatch to the site.

Subscribe to our newsletter and be the first to catch our upcoming case on Inspections and remote fieldwork.


Questions on keeping your fieldwork going amidst the raging pandemic?

Digital Transformation Trends of 2021

Discover the digital transformation trends of 2021 in this read.

How do you navigate an uncertain future with movement restrictions, office closures and new security challenges?

This year’s digital transformation trends reflect heavily on these hurdles. Experts even predict that investments in digital transformation will double between 2020 and 2023.

The shift to digital is here and unstoppable. Continue reading to stay on top of these trends!


Remote work is here to stay

Digital Transformation Trends 2021 - Remote Work

Around the globe, countless employees are still working from home. This trend will continue, which makes the message loud and clear for all. Remote work is here to stay. Smaller companies are adopting this trend as well, even though employees are slowly returning to their workplace.

One way your business benefits from remote work is undoubtedly more flexibility. But what about meaningful and personal interactions like internal sales meetings, connecting with your customers or performing inspections?

[READ] Fieldwork Amidst the Raging Pandemic >>

Improvements in work from home technologies such as Microsoft Teams are on their way.


Cloud Technology is shaping Digital Transformation

Digital Transformation Trends 2021 -Cloud Technology

Here is another big digital transformation trend you must keep track of in 2021. Cloud technology enables your business to use computing services over the internet. In other words, your employees gain access to the total package: databases, servers, analytics, software, and intelligence.

Remote work becomes a lot easier and accessible, but it doesn’t stop there.

Here is what you can expect:

  • AI will boost the effectiveness and speed of cloud computing.
  • Virtual Cloud Desktop brings your workstation to your home.
  • Hybrid Cloud infrastructure grows into the new norm for businesses.

AI and Machine learning

Digital Transformation Trends 2021 - AI and Machine Learning

In a world where uncertainty is our new normal, both artificial intelligence and machine learning prove to be game changers. They are essential in making your digital transformation projects a success and prevent unforeseen outcomes.

More businesses will also use AI and ML to fuel customer service and overall worker productivity.

Here are examples of how AI can transform your business:


Digital Cybersecurity

Digital Transformation Trends 2021 - Digital Cybersecurity

Yes, cybersecurity has always been crucial in regards to digital transformation. However, today’s security challenges need your attention now more than ever. From January to April 2020, attacks on cloud accounts increased with 630%! Microsoft already aims to combat this threat by strengthening overall security.

AI and machine learning will play a significant part in enhancing digital cybersecurity in 2021.

Cybersecurity and working remotely

Hackers could attack your business if your employees use the cloud to work remotely. What you need to do first is to upgrade your cybersecurity strategies. Next, you need to secure home networks and mobile work-from-home devices.


5G taking over

Digital Transformation Trends 2021 - 5G Network

As mentioned before, this year also paves the way for more video conferencing and digital collaboration. Phones, tablets, and other devices also greatly aid your employees in remote work. That is why you need to prevent your remote workers from being disconnected or slowed down.

5G Fuels Digital Transformation

Experts predict that fast expansion of 5G technology will power 55 billion connected devices by 2025. What makes 5G into an absolute game changer is that it’s at least 10 times faster than 4G!

This upgrade makes innovation and remote work possible for everyone. You can definitely expect 5G to grow more mainstream as everyone continues to work from home.


Questions on these digital transformation trends of 2021?

Self-service mistakes made during the holiday season

This holiday season certainly is one we will never forget due to the pandemic. The season also serves as an eyeopener for many businesses as they have to deal with the busiest shopping season of the year. Which is an additional challenge to deal with stacked on top of the current situation. 

Yet there lies an opportunity for your business. You can expect a surge in online sales during the last weeks of this year as a direct result of physical stores and offices complying with COVID-19 safety procedures.

Why is self-service crucial?

Nevertheless, that could also mean bad news for businesses if they aren’t prepared for the flood of online traffic. Here is why you need to quickly review and improve self-service options for the hectic season to come. According to Gartner, 70% of customers prefer to solve issues by themselves. However, only 9% succeeds in solving their problems without having to engage directly with customer service agents.


Why self-service channels still need your attention. 

WHY SELF-SERVICE CHANNELS STILL NEED YOUR ATTENTION.

A common misconception about self-service is that they do all the work for you. While it is true that your customer service team can finally catch a break, self-service only works as long as the answers are still relevant and useful for your customers. That is why you need to frequently check if what worked then, still works now.

Here is what you need to look out for:

  • Is your knowledge base still up-to-date? – content with delivery estimates could quickly become outdated since the pandemic is unpredictable. Keep track of these shifts and make sure to revisit and update your articles. 
  • Can your chatbot handle holiday-related sales questions? – the hot topic this year was all about COVID-19 and even chatbots are set-up to answer all pandemic-related questions. But have you thought about the questions your customer might ask about the holidays? 
  • Have you tweaked your automated solutions yet? – Black Friday is a force not to be reckoned with. You might have adjusted your backend and connected systems to deal with this force. Now that it’s over, keep an eye out for what is not functioning anymore such as online order tracking forms. 

Get rid of what doesn’t work for your customer service

GET RID OF WHAT DOESN’T WORK FOR YOUR CUSTOMER SERVICE

Your priority should be to make self-service channels easy to use and to navigate through. The chances are high that when your customers feel overwhelmed they are less likely to reach out to your channels for self-help. Furthermore, this affects their customer experience negatively which you want to avoid happening.

Knowledge base articles for instance are great if they are still relevant and easy to find. But when your customers want a solution, they expect to find one quickly. When they don’t find the answer they simply take their questions to your live channels. As a result, your customer service team has to deal with more pressure.

Watch out for dead self-service channels

Additionally, examine what channels your customers don’t use. When you detect one then it is time to say goodbye to the channel that isn’t living up to its potential. Just make sure to transfer your content to the channels your customers prefer.


How well do you know your customer?

HOW WELL DO YOU KNOW YOUR CUSTOMER?

First of all, your customer’s behaviour has shifted greatly this year as a result of the pandemic. Their expectations are more difficult to meet yet there are things we still can predict for the holidays such as:

  • No time to waste and impatient.
  • Stress fueled by the pandemic.
  • Customer agents have similar feelings because they can’t enjoy the holidays.

How can you still provide answers around the clock while reducing the pressure on customer service?

  • Review all of your self-service channels.
  • Check if the solutions you provided are still relevant.
  • Get rid of channels or anything that doesn’t work or causes confusion.
  • Plan for the months to follow.
  • Monitor if everything flows and works together to ensure a successful holiday season and a strong start to the new year.

What happens to self-service when the holidays are over?

What happens to self-service when the holidays are over?

Have you thought about improving your customer experience now that self-service is the next big thing? This holiday season proves to be a groundbreaking learning experience for many businesses. You should think about launching new self-service channels to prevent the same mistakes.

Take a step back and think about what digital tools could have drastically cut the workload in half. Would a chatbot have been helpful to provide answers at any time?

Ask your customers about self-service

Nevertheless, you shouldn’t be guessing for answers when your customers are your most valuable source of information. Gather the opinions of your customers and ask how they experienced your customer service during the holiday season. Ask them how to turn your customer service into a pleasant and effective experience.

With a simple survey such as Customer Voice you can really discover how your customers feel about your services and enhance the experience.


Questions on how to make customers love your brand?

Release of wave 2 for Dynamics 365 is here

The release of wave 2 for Microsoft Dynamics 365 is here. In other words, there is much for you to unpack!

With over a hundred new updates, it can indeed be challenging to figure out what is coming up. Here is what you can expect from the second release of all-new features planned to roll-out from October 2020 through March 2021. Continue reading.

What can you expect from the Release of wave 2 for Dynamics 365?

At this instant, you can expect hundreds of new features including:

  • Marketing
  • Sales
  • Customer Service
  • Field Service
  • Finance and Operations
  • Human Resources
  • Commerce
  • Fraud Protection
  • Business Central
  • Customer Data platform
  • Customer Voice

Marketing

Dynamics 365 Marketing:

Nowadays, nurturing your relationships with customers is important. Additionally, more companies use digital tools to win customer loyalty.

As a response to the growing demand for digital channels and also digital tools, Microsoft invests in:

  • Host webinars as well as meetings with Microsoft Teams.
  • Check you results easily.
  • Experience customer journeys thanks to a designer with a better User Interface (UI).
  • Additionally, the ability to use natural language sentences to create targeted segments.

Sales

Dynamics 365 Sales:

Sales is not only about selling anymore. Connecting with clients and building relationships is for the most part vital. That is why these new features centre on selling smarter:

  • Sales Mobile experience makes CRM simple and get sellers to start selling smarter on-the-go.
  • Forecasting and gamification to create and manage sales forecasts as accurate as possible.
  • Enhance usability within the application.

Dynamics 365 Sales Insights:

How do you adapt to these changes that are happening right now in the world? These new features help your business adapt through sales insights:

  • Help sellers to boost their performance and workday with sales accelerator. 
  • Conversation Intelligence empowers sellers to gain great insights. Sellers close deals faster and identify new opportunities when transcribing calls and analysing content.
  • Predictive lead scoring helps uncover hidden gems.

Dynamics 365 Product Visualize:

Not everyone has a lively imagination to visualise your products in their environment. Have customers explore your product as if it’s physically there. Showcase and also customise the products to match with what your customers prefer.


Customer Service

Customer service needs to change because the customer has been impacted by the pandemic

Dynamics 365 Customer Service:

Did you know that your customers expect high-quality service on all communication channels (omnichannel)? With these improvements, your service will surely exceed expectations:

  • Hand your agents the right tools to handle multiple sessions at the same time. 
  • Enhance the omnichannel experience with mobile apps, Microsoft bot framework as well as outbound messaging.
  • Gain great insights and help agents take the best actions through AI-driven adive. 

Dynamics 365 Customer Service Insights:

Have you seen artificial intelligence (AI), machine learning (ML), and business intelligence (BI) in action? With these new abilities, you can support your team to solve issues faster:

  • Embed analytics for customer service agents.
  • Track what agents are mostly looking for in your knowledge base. 
  • Suggest agents for similar cases.
  • Translate messages in real-time. 

Field Service

Dynamics 365 Field Service:

Time to take matters into your own hands and deliver proactive or predictive field service. This is how Microsoft empowers you to do that:

  • Keep track of KPI’s with new intelligence as well as a new dashboard. 
  • Send out surveys instantly through Customer Voice when a service is completed.
  • Deliver proactive service: This is where Microsoft focuses on improving user experiences with Field Service forms, and more.
  • Schedule your agents more efficiently without delay. 
  • More improvements to Field Service Inspections, Technician locator coupled with Power Apps Mobile enhancements.

Dynamics 365 Remote Assist:

What happens when you add mixed-reality to the equation when technicians need to solve problems? Here is what Microsoft has in store for you:

  • Collaborate remotely and find the right fix to perform further analysis.
  • Capture asset information with Augmented Reality during project reviews, quality assurance, inspections, etc. 
  • Have your technicians capture the right information. Which you can use to improve and also boost your business.

Finance and Operations

Dynamics 365 Finance:

With the release of wave 2 for Dynamics 365, Microsoft plans on completing core functional capabilities:

  • Automating common tasks so that you can save time. 
  • Support for five countries or regions such as Bahrain, Hong Kong SAR, Kuwait, Oman, and also Qatar.

Dynamics 365 Supply Chain Management:

Companies need to be flexible and adjust to the new reality. As a matter of fact, one of the biggest impacts of the COVID-19 pandemic is the disruption in supply chains. Microsoft wants to enhance these features to support you through these times:

  • Better supply chain visibility.
  • Maximized asset uptime to assure business continuity.

Dynamics 365 Project Operations:

Everything you need to smoothly run your business, from sales to financials. This is what you need to know about the impact of the release:

  • View grant information on the Project invoice.
  • Get a summary of your invoice through Project invoice proposals and list pages.

Dynamics 365 Guides:

In this second release, Microsoft empowers you with data and AI in order to create smart workflows. Now, you can use time-tracking data and connect that data to your business.


Human Resources 

Dynamics 365 Human Resources:

Wave 2 centres on these areas to help you engage and sharpen your workforce:

  • Transform your employee’s experience by managing leave and absence directly from Microsoft Teams. 
  • Unlock your HR data through building a custom or existing report. 

Commerce 

Dynamics 365 Commerce:

As mentioned before, delivering a wide omnichannel solution is vital. Here is how to perfect your shopping journey for customers across all touchpoints:

  • New abilities to fuel your E-commerce.
  • Improve product discovery online on all your channels.
  • Support customers to do more with third-party services, connectors and themes. 

Dynamics 365 Connected Store:

Connected Store gathers signals while analysing them to get insights. In this release, you can bridge the physical and digital divide:

  • Intelligent edge: Turns your in-store camera and Internet of Things (IoT) signals into data which is sent to the cloud. Gain new store analytics such as empty shelves and distance between customers in the store.
  • Intelligent cloud: Through Intelligent edge, this SaaS solution gives insights as well as recommended actions for the retailer.

Fraud Protection 

Dynamics 365 Fraud Protection:

With the rise of online purchasing and also payments, you need to be careful. Fraud protection defends from purchase and payment fraud, account as well as shrinkage fraud. These features are planned in order to make the experience safe:

  • Review transactions manually.
  • Extend and add fraud signals into your workflows. 
  • Improve and also make the experience for Fraud Protection simple.

Business Central

Dynamics 365 Business Central:

Here is a quick overview of what you can expect:

  • Greater productivity and also more requested features.
  • Integration with Microsoft Power Platform as well as Microsoft Teams to boost collabs and decisions.

Customer Data Platform

Dynamics 365 Customer Insights:

Enrich your customer profiles with powerful insights and Artificial Intelligence (AI). Here is how you can easily personalise customer experiences with this release:

  • Unify all of your customer data.
  • Build rich customer profiles with audience intelligence.
  • Use powerful AI and Insights. 

Dynamics 365 Product Insights:

The looking glass you need to zoom in. Understand your customer’s journey better including their experience on every channels. More details to follow!


Customer Voice

Dynamics 365 Customer Voice:

How do your customers feel about your service? Collecting feedback from your customers is a must. Moreover, you can learn more about their experience. You can expect these features soon:

  • Send out surveys across communication channels.
  • Explore new insights plus follow-up on your customers.
  • Create personalised surveys with your customer data.

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Questions on how to make this release of wave 2 for Dynamics 365 a success for your business?

You can always get in touch for more detailed information about this topic. Don’t hesitate to contact us.

This is how COVID-19 reshaped the future of sales

While the full consequences of the pandemic are still unknown, it is already obvious that the economic consequences are serious.

New customer habits and these difficult economic times are affecting your sales strategy. Managing your sales team through this crisis proves to be quite challenging. Especially when COVID-19 disrupts the daily work of your sales team and reshaped your clients’ behaviour

What caused these undeniable changes in your customers’ behaviour?

Before the pandemic, digital trends were already in motion and accelerating. Now, we find ourselves at a critical digital turning point. What we can say with certainty is that future sales business will look different. You have to ask yourself if you are prepared to adapt your sales strategy to overcome this crisis.


The age of the customer

How have digital channels changed for companies since the COVID-19 tragedy began? Sales leaders rate digital interaction approximately twice as important now as they did before. Digital channels have radically accelerated which is affecting your business.

Is this shift reflected in your customers’ behaviours?

When customers search for products and services, they prefer digitally-enabled sales interactions. This shift in preference contributed to the sharp increase in suppliers’ mobile apps, social media, and online tools.

Buyers express a strong preference for self-service channels when looking to perform a purchase. Since 2019 suppliers’ mobile apps and website have doubled in importance. In other words, your customers now have new expectations and higher standards.

How do you adapt to your customers’ needs?

It is not enough to just give customers multiple self-service options. Customers no longer accept less from their professional life as buyers. They grew familiar with their personal experience as consumers and expect the same treatment.

Additionally, your customer wants to be treated the same way at all times. No matter what channel they are using or switching to. Your customers want a personalised and unified experience through your omnichannel.

Get it right by delivering on the key assets that customers value the most

Keep these three assets in mind: be fast, act transparent, and show know-how. You should make it a priority to apply these across all communication channels.


The great shift in virtual Sales models

For almost all functions in most sectors, the shift to remote selling was born out of necessity due to the lockdowns and social distancing. The situation forced people to work from home.

How have Sales teams reacted to this shift?

A large proportion of them started to work via video conferencing or telephone. Many companies supported their sales teams by establishing multidisciplinary commercial central centres. Sales teams could now manage sales activities both inhouse and onsite for customers.

What can you do to help and support your customers at all times?

You need to figure out how to deploy your sales professionals across your omnichannel. You probably noticed video meetings, webinars, (soft)phone, virtual chatbots, etc. taking over traditional face-to-face touchpoints. However, keep in mind that the human touch still plays a crucial role.


Connect your Marketing and Sales

Today we see more cross-functional collaboration between Sales and Marketing. Marketing observed more engagement with their content since COVID-19, making it a valuable source of warm leads for Sales.

How can Marketing and Sales keep your buyers’ attention?

The pandemic greatly impacted buyer behaviour and the economy needs time to recover. Your sales professionals must now define a data-driven sales approach to instantly act on opportunities. Above all, your sales and marketing data will play a crucial role in your strategy.

Why is Human Resources becoming more relevant to Sales leaders?

New skillsets are required in addition to the traditional sales skills. Therefore, HR needs to actively train and educate your sales teams if you want to win your battles.

How does the ideal Sales professional look like today?

Future sales require various tools and more technology than before. Your typical business-savvy sales professional needs more flavour. What you are looking for is someone who has deep insights, absorbs sales and marketing data, and puts the customer at the centre of all his or her actions.


LOOKING FOR MORE CONCRETE USE CASES, REAL-LIFE DEMOS AND TYPICAL SCENARIOS?

Discover our upcoming online seminars and events to explore new ways to support your employees.

Online Seminar Advanced Sales Routing for Dynamics 365 CRM

Questions on how your business can start selling smarter?

You can always get in touch for more detailed information about these topics. Don’t hesitate to contact us.

How Customer Experience Trends Drastically Shifted in 2020

One experience can change your customer’s entire opinion of your brand. Why do these trends in customer experience matter? Continue reading if you want to meet your customer’s expectations with your service and support.


Why is it important to personalise your customer experience with data?

First of all, your customer’s behaviour has drastically changed in 2020. They now prefer to purchase from a company that knows who they are as well as their purchase history.

How can you deliver excellent experiences?

Get personal. In other words, start actively using your customer data in your interactions with your customers. You need to support your customer service agents to give a more dependable and tailored service. Additionally, your agents have to make your customers feel valued.


This is how you can improve your omnichannel with technology.

Nowadays, your customers switch frequently between multiple communication channels and seek quick responses. So, what they expect is no less than high-quality customer service on all of your communication platforms.

Therefore, Artificial Intelligence (AI), Machine Learning and Automation are reported to greatly benefit you in 2020. If you adapt to this change, you will surely reduce the response time of your support team and boost your customers’ satisfaction.

Watch out for generic customer interactions.

It is alluring to choose an automated solution that does all the work for you. However, going digital does not mean less personality. Keep in mind that you should be where your customer needs you. Figure out where a human touch is needed to spice up the experience.


Which communication channels do your customers prefer?

The first thing to point out about social media interactions is that 37% of customers expect a response in 24 hours. This raises the standards of customer service.

As a result, live chats and chatbots are gaining popularity as communication channels. So much so that more businesses are including them to improve their customer service and support.

How you can benefit from Real-time Customer support?

When you respond to a complaint or solve an issue immediately, your customer is more likely to purchase something at the same moment. Overall, quick support boosts customer satisfaction and improves the experience. Which in due time, keeps customers coming back for more.


Customer Self-service is becoming a standard

According to Gartner, 70% of customers prefer to solve issues by themselves. However, only 9% succeeds in solving their problems without having to engage directly with customer service agents.

Which is why Gartner lists self-service as one of the top three priorities for customer service leaders in 2020.

Why your business can win with self-service?

Most customers want to solve problems quickly by themselves and get frustrated when their options are limited. Provide them with the tools to do so and make their search a pleasant experience. Moreover, your customer service agents can free up more time and pour their effort into issues that have urgent or complex solutions.


Questions on how to make customers love your brand?

Industries that need to go digital

What is holding your business back from a successful digital evolution?

Going digital might seem like a costly and time-consuming overhaul of your internal operations. When in fact, achieving digitalisation is a lot less scary and complicated than it looks.

The truth is, all industries need to prioritize digitisation to survive in these digitally driven times. Outdated paper-based processes are drastically limiting your business’ financial gain and given the competitiveness in your industry, getting ahead now is more than ever crucial. 

These Industries are still reliant on paper and are in desperate need of going digital:

  1. Housing & Real Estate
  2. Construction & Manufacturing
  3. Energy
  4. Finance & Insurance
  5. Health & Safety

The first step to digitisation

In essence, digitisation is all about recognizing the problem and taking a step forward by opting for a digital solution.

First, it’s all about locating the manually driven processes that are running inefficiently. When you recognize these obstacles and identify the areas in severe need of improvement, it becomes a matter of finding the right tools to help you smoothly manage and simplify those processes.

Take a look at what paper-based processes might be hindering your business’ growth:

  • Move-in & -out checklist
  • Real estate diagnostics
  • Occupational risk management
  • Installation & maintenance of fire protection equipment
  • Tenancy audits
  • Regular checks and upkeep of equipment and installation
  • Progress monitoring
  • Machinery maintenance
  • Product quality control checklist
  • Customer satisfaction surveys
  • Gas certification and compliance
  • Pipelines inspection
  • Progress monitoring
  • Machinery maintenance
  • Assessment of insurance claims on-site
  • ISO certification
  • Risk Assessments
  • Audits
  • Asbestos risk management
  • Cleaning checklist
  • Fire risk assessment
  • Workplace safety inspections
  • Vehicle safety inspections
  • Covid19 Checklist

Reasons why you should go digital?

Customer centricity is key to winning in the market these days. This implies much more than delivering high-quality products or solutions; customers expect superior service.

Fit for purpose solutions helps your dispatchers to schedule field tasks efficiently while assisting your field team in reaching the site quickly and finishing their tasks flawlessly.

Efficient scheduling, first-time fixes, clear insights into warranty and SLAs and prompt, correct billing help you save costs. Even more, service, when done well, can be a huge profit centre.

World-class field services will not only affect initial product purchases; it will also impact the value of your brand and keep customers coming back again and again.

If handled well, field services can evolve from reactive to preventive and even predictive maintenance. Your field workers – who know the customer better than anyone – can become a commercial representation and boost your cross and upselling capabilities.

From request to invoice.

Beat your competitors who aren’t on top of these trends and challenges.

LOOKING FOR MORE CONCRETE USE CASES, REAL-LIFE DEMOS AND TYPICAL SCENARIOS?

Discover our upcoming online seminars and events to explore new ways to support your employees.

Questions on how your business can go paperless?

You can always get in touch for more detailed information about these topics. Don’t hesitate to contact us.

Why you need to change the way you look at data in 2020

Data Intelligence is transforming the world as we know it, and Big Data proves to only get bigger in 2020. How is your business holding up?

You might have heard it before. Digital transformation is an opportunity you can not miss out on as digital is taking over. Businesses are focussing on providing their valued customers with the most high-grade service they can offer. You too might be looking to innovate and sharpen your digital strategy to expand your business’ capacities.

What is it exactly that serves to be the key element of your digital transformation?

It’s data. Just think of the enormous amount of data that you are collecting on a daily basis and what you can do with it. So, how do you transform all of that data into something of value for your business?

It seems absurd to analyze all of that when you have limited time, manpower and tools. Yet, that right there is the challenge your business must overcome for it to thrive.

If you desire to innovate and grow at a faster rate, you need to take action and do something with your data.

These are 5 reasons why you should focus on Data Intelligence in 2020:

  • Deeper insights about your customer’s behaviour. 
  • Better decisionmaking equals minimizing risks.
  • Empower your Sales and Marketing employees.
  • Data leads to innovation.
  • Gain an advantage against your competitors. 

How do you tackle the challenge of transforming your data into valuable insights in 2020?

Many companies are recognizing the benefits and the importance of using Augmented Reality in 2020. Augmented Reality is the newest technology to serve as the ultimate tool for your Data Intelligence needs.

AR connects virtual content with a real-life environment which in turn helps you uncover all the secrets your data holds. Aiding you to gain the capability of building better products and processes and to solve your business problems through its many applications.

Augmented Reality already seems to be incredibly useful to pursue your business’ successful digital transformation.

Curious about how Big Data and AR are changing the way you do business?

Learn more on Data Intelligence through our Webinars or get notified about the latest regarding Digital Transformation by subscribing to our Newsletter!