Why CRM and Click-to-Dial Is the Future (And Why Your Business Needs to Be In On It) Those who don't adapt will be left behind.

It’s a universal principle: when something has a strong foundation, it will last a long time.

With that principle in mind, it’s safe to say that the future of CRM has never looked brighter. Why? Because the evidence of its make-or-break importance in the business world seems to grow every year. CRM has established a powerful, much-needed foundation in the life of successful businesses. In fact, a recent June 5 article from Huffington Post Business named CRM as one of the four biggest technology trends of small businesses.

The Data and the Signs of CRM’s Flourishing Future

According to research by Gartner, as reported by CMSwire.com, “worldwide CRM software investments grew to $23.2 billion in 2014, up 13.3 percent from 20.4 billion in 2013.” And in an article by B2BMarketing.com, they see the CRM “ecosystem” as something that is “deepening and broadening”:

Another sign of a mature market is a multi-tiered support ecosystem around it. Thousands of vendors, both in the cloud and standalone, have made a business from selling plug-in apps.

This trend will be deepening within the future of CRM, with plug-ins for plug-ins–and perhaps even plug-ins for them! It’s a good thing.

Even the Social Media Giants Are Seeing the Popularity of CRM

One of the crucial components to successful CRM is well-designed click-to-dial features, which allows you to move seamlessly in and out of phone conversations without having to take your eyes away from the data that appears on the screen to inform you about each customer.

Well, this brilliant concept is even something the social media giants like Facebook are now coveting and re-purposing for the Facebook user experience. Cosmopolitan reported recently about Facebook’s new Hello app, which is essentially a click-to-dial CRM system re-tooled for every day social media users. As Cosmo observed excitedly (as if CRM had just been invented):

When you get an incoming call, the app displays their associated information, including their name, a photo and any mutual friends you might share. Clever! It will only display the info callers have shared with their friends or publicly, and – here’s the bit we like – it makes it really easy to order food fast…You’ll instantly have a phone number which you can simply click to dial and – hey presto – you’ve got pizza on the way in just a couple of taps.

If Facebook sees the immense value of click-to-dial and CRM for their customer experience, your business should too.

Customer Service is King

In a recent piece by Network World, a PR specialist, Emilie Erwin, noted that in markets that are over-saturated and competition is fierce (which describes most industries, frankly) the most lucrative differentiator is your quality of customer service. She cited CRM, including click-to-dial as crucial strategies that bring your customer service — and your positioning in the market — to the front of the pack.

How You Can Fit Into This Picture

The magic word is efficiency. Successful CRM is about better efficiency without losing white glove, best-of-the-best customer service.

As this Huffington Post article about CRM observed: “…communication makes or breaks all relationships. For small businesses, the key to selling faster and better is to understand and communicate effectively with your consumers.”

Tenfold’s click-to-dial technology makes your CRM performance with customers seamless. And when combined with its other integration features, it allows you to move swiftly from conversation to conversation, fully informed about each customer and able to provide that personal touch.

In addition, Tenfold has access to your CRM, and we analyze your calls and deliver detailed data analytics that show how you can improve your customer relationships.

Contact us to learn more about CRM solutions and how Tenfold’s click to dial features can help you add a more effective, personal touch to your customer’s experience.


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Dan Sincavage

Dan Sincavage

Dan is a Co-Founder of Tenfold and currently serves as the Chief Strategy Officer. Dan oversees the Tenfold sales organization, manages strategic partner relationships and works with key enterprise accounts to ensure their success with the Tenfold platform.

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