Latest CRM Advances Boost Customer Relationships

CRM Advances

Transform Customer Experiences

In a web-first, mobile-first world, providing fast service around the clock is not just a possibility—it’s an imperative for winning deals and retaining clients. Modern technology has accelerated customer demands, and businesses have to keep up with the pace. Fortunately, cutting-edge CRM vendors such as Salesforce and Microsoft Dynamics 365 are up for the challenge. Manufacturers and distributors from small to large can enjoy innovative tools that will exceed consumer demands and empower your sales teams to clinch more deals. Read on to learn about the latest CRM technology that is transforming customer experiences.

Artificial Intelligence

Siri, Alexa and Cortana were just the start of the AI revolution. In the past couple years, we’ve seen artificial intelligence mature and disrupt our work lives. AI can process big data faster than humanly possible, enabling sales and marketing teams to take full advantage of data to drive smarter decision making. The superior analytics from AI solutions can predict customer needs and interpret requests. This information can be leveraged by marketing departments to create more relevant collateral and by salespeople to determine next steps in sales cycles.

Both Microsoft Dynamics 365 and Salesforce have been at the forefront of CRM artificial intelligence. Microsoft’s Insights applications use AI to provide cross-channel customer support and includes a near real-time dashboard with useful performance analytics to drive sales. Salesforce Einstein’s powerful AI tools optimize every aspect of the customer experience. Among its extensive capabilities, Einstein personalizes recommendations for shoppers, analyzes the tone and language of customer requests and forecasts future sales performance.


One specific AI tool taking businesses by storm is the chatbot. When perusing websites, you may have noticed little popup messages at the bottom or center of your screen asking if you need help. That’s the chatbot, and it allows visitors to your website to instantly engage with representatives. Throughout social channels, applications and websites, chatbots provide personal, real-time experiences to revolutionize marketing. These bots are also available in enterprise software applications to maximize the efficiency of users. 

Microsoft Dynamics 365 and Salesforce enable users to include chatbots throughout their CRM functions. Microsoft Dynamics 365 created a pre-built chatbot designed to field customer service queries. Its Virtual Agent for Customer Service (currently in preview) is designed to automate common questions and resolve customer issues rapidly without any coding. Through an easy point-and-click interface, developers can build custom Einstein Bots in Salesforce to perform a number of functions from tracking customer orders to resetting passwords. The Einstein Voice Assistant (currently in pilot) provides voice-activated briefings and lets you record notes in Salesforce. 

Enhanced Mobile Apps

Mobile apps are nothing new in the enterprise marketplace, but the latest advances make applications more powerful than ever before. Mobile apps give CRM users interactive insights at the push of a button. Businesses can expect to start seeing cutting-edge technology such as the Internet of Things (IoT) and voice recognition to improve decision making and customer experiences.

Businesses can count on Microsoft Dynamics 365 and Salesforce for robust mobile apps. With CRM at your fingertips, your sales team can manage leads, view forecasts and provide customer service on the go. Both Microsoft AppSource and Salesforce AppExchange also include mobile-ready apps to expand your CRM functionality. 

Wrap Up

Our rapidly changing digital landscape puts a lot of pressure on manufacturers and distributors of all sizes to build fast, easy customer experiences. Salesforce and Microsoft Dynamics 365 are always a step ahead of CRM trends, empowering their users with the latest technology to attract business.

To determine the best way to employ advanced CRM tools, team up with Datix’s premier CRM consultants. As a certified partner of both Salesforce and Microsoft Dynamics 365, we possess unique insight into each system. We’ll help you decide which vendor is optimal for your business processes and guide you throughout your CRM project. In addition, Datix built Unity, our integration solution that can connect your CRM instance with Epicor ERP to further enhance customer experiences.

Contact Datix today to learn how you can keep up with customer demands in the digital age!


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