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Tutorial WK 10
Tutorial WK 10
Tutorial WK 10
Today's CRM systems do much more than help companies store customer
data and manage leads; these platforms provide sentiment analysis, supply
data analysis and deliver hyper-personalized customer experiences thanks
in part to artificial intelligence technologies.
With a boost from the AI tools that make CRM systems more effective,
worldwide CRM software revenue overtook that of database management
systems in 2017, making it the largest of all the software markets and the
fastest growing, according to Gartner.
From marketing to sales and customer service, the industry is full of CRM
case studies highlighting how chatbots and virtual assistants help
businesses improve the customer journey. It's not just AI, though;
companies are using data mining and personalization technology and
overhauling their customer service channels to better interact with
customers.
Use of social media monitoring tools is on the rise, as well, with 37% of the
369 North American respondents to the TechTarget 2018 IT Priorities
survey indicating planned investments. That's compared to 13% in 2017.
The CRM case studies and features in this guide offer insights from
marketing, sales and customer service professionals who have
implemented AI and today's leading technologies into their customer
experience management strategies.