{"id":41117,"date":"2022-12-29T07:00:48","date_gmt":"2022-12-29T06:00:48","guid":{"rendered":"https:\/\/enreach.es\/?p=41117"},"modified":"2022-12-27T10:47:38","modified_gmt":"2022-12-27T09:47:38","slug":"el-futur-de-crm-tendencies-clau-per-observar-el-2023","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/el-futur-de-crm-tendencies-clau-per-observar-el-2023\/","title":{"rendered":"El futur de CRM: tend\u00e8ncies clau per observar el 2023"},"content":{"rendered":"<p>La forma en qu\u00e8 les persones investiguen, comparen i compren ha canviat dr\u00e0sticament en els \u00faltims cinc anys. Els dies en qu\u00e8 els compradors simplement parlaven amb el seu representant de vendes o es reunien amb els prove\u00efdors en un esdeveniment de la ind\u00fastria estan desapareixent.<\/p>\n<p>En aquest nou entorn, no es pot confiar en els enfocaments tradicionals. Pel contrari, <strong>la <\/strong><a href=\"https:\/\/enreach.es\/software-call-contact-center\/integraciones\/\"><strong>gesti\u00f3 de relacions amb els clients (CRM)<\/strong><\/a><strong> ha de ser flexible, intu\u00eftiva i col\u00b7laborativa per tenir \u00e8xit<\/strong>.<\/p>\n<h3><strong>Tend\u00e8ncies clau de CRM en els propers 5 anys<\/strong><\/h3>\n<p>En els propers anys, \u00e9s probable que veiem sorgir diverses tend\u00e8ncies noves. A continuaci\u00f3, enumerem quines s\u00f3n:<\/p>\n<h3><strong>1) Alinear les vendes, el m\u00e0rqueting i les operacions en torn a objectius comuns<\/strong><\/h3>\n<p>Un esfor\u00e7 combinat cohesiu amb aquests departaments centrals, ajudar\u00e0 a garantir que els equips compleixin amb els KPI i els objectius a curt i llarg termini.<\/p>\n<p><strong>Operar en sincronia garanteix que cada \u00e0rea del negoci contribueixi a l\u2019objectiu final i es doni suport m\u00fatuament i, el que \u00e9s m\u00e9s important, al client<\/strong>. Un cop que aix\u00f2 succeeix, la plataforma de CRM pot mostrar com els departaments donen suport als consumidors en cada punt de l\u2019embut de vendes.<\/p>\n<h3><strong>2) Noves definicions de vendes i m\u00e0rqueting<\/strong><\/h3>\n<p>Ambd\u00f3s equips han de treballar junts per establir par\u00e0metres clau, com el perfil de client ideal i el que es considera un client potencial de qualitat.<\/p>\n<p>A partir d\u2019aqu\u00ed, el departament de m\u00e0rqueting ha de proveir r\u00e0pida i f\u00e0cilment els perfils de clients potencials prequalificats a l\u2019equip de vendes. I aquestes han de ser notificades per a qu\u00e8 puguin realitzar un seguiment dins dels SLA. <strong>Les plataformes de CRM s\u00f3n de gran ajuda aqu\u00ed degut a l\u2019automatitzaci\u00f3 i la facilitat de filtratge de la informaci\u00f3 de dest\u00ed<\/strong>.<\/p>\n<h3><strong>3) El client primer, no l\u2019empresa primer<\/strong><\/h3>\n<p>L\u2019\u00faltima generaci\u00f3 de sistemes CRM est\u00e0 dissenyada per centrar-se en \u201cel client primer, i no en l\u2019empresa primer\u201d. Aix\u00f2 vol dir <strong>centrar-se en la retenci\u00f3 de clients i experi\u00e8ncies altament personalitzades<\/strong>. Si b\u00e9 aquestes tend\u00e8ncies s\u00f3n recurrents en anys anteriors, seguiran sent clau en els propers anys:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li><strong>Retenci\u00f3 de clients:<\/strong> amb totes les dades disponibles, no hi ha excusa per no tenir una vista completa de 360\u00ba dels clients. <strong>Els sistemes de CRM actuals haurien de proporcionar a l\u2019instant als equips la informaci\u00f3 dels usuaris<\/strong>. Per exemple, <strong>quan un consumidor parla amb el servei d\u2019atenci\u00f3 al client, aquest es sent valorat, no necessita repetir el que li va passar i l\u2019agent pot empatitzar i ajudar a resoldre qualsevol consulta<\/strong>.<\/li>\n<li><strong>Experi\u00e8ncies personalitzades:<\/strong> com hem mencionat, l\u2019experi\u00e8ncia que brinda una empresa \u00e9s tan important com els seus productes o serveis. Si b\u00e9 les plataformes de CRM han demostrat ser essencials pels equips de vendes, els especialistes en m\u00e0rqueting van amb cert retard. Aix\u00f2 est\u00e0 canviant. <strong>Amb la capacitat de monitorejar les interaccions i com es converteixen els CTA, les dades brinden informaci\u00f3 per millorar les campanyes en general<\/strong>. En el futur, qualsevol empresa que usi un CRM ha d\u2019aprofitar la informaci\u00f3 de comportament del client que acumula per oferir interaccions m\u00e9s personalitzades.<\/li>\n<\/ul>\n<h3><strong>4) CRM f\u00e0cils d\u2019usar i llestos per a dispositius m\u00f2bils<\/strong><\/h3>\n<p>Els CRM han lluitat durant molt de temps per guanyar-se l\u2019acceptaci\u00f3 dels professionals de vendes. Tradicionalment, els sistemes CRM han estat extremadament complexos i dif\u00edcils de configurar. Afortunadament, <strong>alguns sistemes CRM ara s\u2019enfoquen en software f\u00e0cils de configurar i usar<\/strong>.<\/p>\n<p><strong>La compatibilitat m\u00f2bil est\u00e0 passant de ser un \u201cagradable tenir\u201d a una \u201cnecessitat de tenir\u201d, al permetre que els equips actualitzin i accedeixin al sistema sobre la marxa<\/strong>.<\/p>\n<h3><strong>5) Funcionalitat d\u2019Intel\u00b7lig\u00e8ncia Artificial (IA)<\/strong><\/h3>\n<p>La Intel\u00b7lig\u00e8ncia Artificial (IA) s\u2019est\u00e0 tornant cada cop m\u00e9s essencial tant per a les vendes com pel m\u00e0rqueting.<\/p>\n<p>La bona not\u00edcia \u00e9s que estem comen\u00e7ant a veure que <strong>la Intel\u00b7lig\u00e8ncia Artificial s\u2019integra en els sistemes de CRM<\/strong>. <strong>Aquesta funcionalitat addicional promet millorar, no reempla\u00e7ar, el component hum\u00e0 de les vendes<\/strong>. Els professionals d\u2019aquest departament utilitzaran IA per complementar les seves habilitats i esfor\u00e7os.<\/p>\n<p><strong>La IA t\u00e9 la capacitat de reduir l\u2019entrada manual de dades, centralitzar bases de dades dispars i capturar el cicle de vida complet del client<\/strong>. Aix\u00ed mateix, tamb\u00e9 pot detectar irregularitats en les dades, anomalies, duplicats i d\u2019altres errors que comprometen les dades de CRM.<\/p>\n<p>Finalment, <strong>la Intel\u00b7lig\u00e8ncia Artificial podria donar suport a la qualificaci\u00f3 predictiva de clients potencials per garantir que els contactes estiguin llestos quan es transfereixin a vendes pel seu seguiment<\/strong>.<\/p>\n<p>En conclusi\u00f3, <strong>en els propers anys, els CRM jugaran un paper cada cop m\u00e9s important en les organitzacions<\/strong>. Per aix\u00f2 \u00e9s important escollir un CRM que capaciti als representants de vendes, brindi una imatge completa del customer journey i s\u2019adapti a les necessitats canviants.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>La forma en qu\u00e8 les persones investiguen, comparen i compren ha canviat dr\u00e0sticament en els \u00faltims cinc anys. Els dies en qu\u00e8 els compradors simplement parlaven amb el seu representant de vendes o es reunien amb els prove\u00efdors en un esdeveniment de la ind\u00fastria estan desapareixent. En aquest nou entorn, no es pot confiar en&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/el-futur-de-crm-tendencies-clau-per-observar-el-2023\/\" title=\"Read El futur de CRM: tend\u00e8ncies clau per observar el 2023\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":7,"featured_media":41118,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[7],"tags":[3196,3099,3163,3100,3204,3289,4217,4215,4214,3106,3091,3337,3322,3811,4127,4216],"class_list":["post-41117","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-inteligente","tag-automatitzacio","tag-call-center-ca","tag-cloud-ca","tag-contact-center-ca","tag-crm-ca","tag-customer-journey","tag-dispositius-mobils","tag-experiencies-personalitzades","tag-gestio-de-relacions-amb-els-clients","tag-ia-ca","tag-ia","tag-interaccions-dels-usuaris","tag-kpi-ca","tag-retencio-de-clients","tag-tendencies-2023","tag-usabilitat"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - 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