CRM In Today’s Ecosystem: What CIOs Need To Know

Riaz Faride

Companies these days usually choose to position themselves as an entity with purpose – a purpose reflecting customer-centricity beyond profit. They develop and commercialize their products accordingly, whether the products are architecturally interdependent or modular. In addition to market share, profitability, and earnings-per-share growth, measuring advocacy as a metric is trending, since it can be an indicator of positive customer experience. It is equally important as measuring satisfaction.

A customer relationship management (CRM) solution is an obvious choice for today’s leaders due to its capabilities of tracking the customer base and their experiences by channels and touch points. Combining CRM with a business intelligence (BI) tool adds significant value since it draws data from multiple sources and provides a business-focused analysis.

Leaping ahead with sophisticated functionality

Today’s CRM solutions are no longer limited to contact management, campaign management, lead management, deals and tasks, email and social media tracking; CRM has leaped beyond its traditional boundaries. Native capabilities or implementation readiness with marketing automation, online reputation management (ORM), and voice of the customer (VoC) solutions are some key options available for consideration by today’s leaders. This flexibility allows businesses to build relationships with unidentified viewers and their influencers, leads, customers, and even advocates of the products!

From a functionality perspective, selecting a CRM solution encompasses many criteria. These include the ability to mine, consolidate, and analyze data for better insights; scalability; high availability; intuitive and process-driven interface; mobile support, spanning the most commonly used device sizes and types; and operating systems. In this age, the need for responsive or adaptive mobile sites is paramount. All these factors are reflected through the architecture, features, and adaptability of a CRM solution. Thus, software lifecycle management and product roadmap should be evaluated during selection of a CRM solution.

Incorporating the latest technologies

CRM is being impacted by contextual customer service through chatbots. Predictive analysis of historical and live data through machine learning has influenced CRM, as well. Ditto virtual reality (VR), which allows customers to interact through software, and the Internet of Things (IoT), which greatly facilitates analysis of customers through real-time data from devices. Inversely, CRM has a meaningful impact on real-time personalization and connected experience.

CRM helps businesses look at their markets through different lenses. This allows them to offer their products that serve the “purpose” of their respective customer base: the task the customers are trying to accomplish or a problem or issue they want to resolve.

Businesses with mature products can leverage CRM and its extensions to define a winning strategy and help them determine success and failure criteria. CRM is also useful during the early phases of a company’s or product’s life, or when the future is unknown and the competitive landscape is changing. The mix of these two use cases is very common and dictates the need for a flexible, user-friendly, scalable CRM solution.

Protecting privacy and complying with regulatory mandates

While CRM in the cloud is gaining popularity exponentially, some decision-makers are still concerned about security and the privacy of customers, leads, and uncategorized users. This is understandable given the importance of compliance with data processing and privacy directives across multiple jurisdictions. In addition, IT leaders need to protect systems and data against vulnerabilities and ensure business continuity. Cloud providers can play an important consultative role during CRM planning and implementation – for example, recommending or providing managed services.

Learn more

For more information about solutions supporting customer engagement and commerce, and fully integrating marketing, commerce, sales, and service, please visit SAP Hybris.


Riaz Faride

About Riaz Faride

Riaz Faride joined SAP in 2017. Prior to this, he worked in the retail industry and had an extensive history in delivering high-value omnichannel projects. Throughout his career, Riaz has been exposed to all avenues of e-commerce, making him a subject matter expert. As a thought leader in his field, Riaz is a mentor for a number of professionals in e-commerce, omnichannel, and project management. He values ongoing learning and growth in both technical and non-technical fields.