Today I would like to give you a broader overview of the findings of the study.
What is the future of CRM?
New technologies give us a much larger and more effective overview of information. We can communicate this information much faster and more specifically and modern work organization allows us to work anywhere and anytime.
80% of the respondents in the study said that working from anywhere in the world is very or at least more realistic. Decentralized
work is developing more and more into a trend and does not even mean the beach office in Bali, but also working in the home office. 45% of those surveyed would want to create a workplace outside the company and can imagine working more efficiently that way.
What has always been part of the job profile for field staff is now developing into an alternative workplace thanks to modern communication technologies:
Anyone who has access to their customer data in the CRM system does not necessarily have to be in the company to be able to work effectively. Rather, productivity can be increased by saving long travel times to work.
But do you want that too? After all, 58% of the respondents stated that such a work scenario was very desirable or desirable for them.
Let's zoom in a little deeper. While the respondents in the Sage study came from all age groups, the US company CISCO only looked at the under 30-year-old students and young. Here the picture becomes even clearer:
On the fundamental question of whether an office is necessary for productive work, the results are still close with 2/3 agreement. It then becomes more interesting when it comes to questions about the merging of private life and work: 70% are friends with superiors and employees on Facebook. It's still 2/3 on Twitter.
2/3 of those under 30 years of age surveyed by CISCO also consider access to the Internet to be more important than owning a car. Not surprisingly, 55% conclude that they cannot live without the internet.
How does CRM improve customer service?and How does CRM relate to continuous improvement?
Even in my day-to-day work as a customer of a company, it enables me to be significantly more effective at work. For example, if my service provider, whom I contact about a task, can help me quickly and competently thanks to CRM and I can thus complete my task successfully.
We will certainly see numerous adaptations and innovations, but one thing can already be said: The working world of the future will be mobile and time-independent. The technology required for this will keep getting better and will therefore take a back seat.
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