6 CRM Trends to Follow in 2018

on December 31, 2017


CRM has come a long way, and it is always interesting looking at the evolution of CRM. From its basic form in the ‘80s to the introduction of automation in CRM in the ’90s. In the 2000s, there was already great buzz around CRM, and new technological advances made sure CRM tools served even more purposes. In truth, the evolution of CRM has been noteworthy, and this is revealing of the fact that the future could be even more exciting. We will be examining the future here, looking at the top 6 CRM trends to follow in 2018.


What are the 6 CRM Trends in 2018?

These trends have been expertly put together, considering many factors in both the CRM industry and other technological industries. Below are the top 6 CRM trends to follow in 2018:

  1. Artificial Intelligence (AI): Artificial Intelligence is set to play a very major role in Customer Relationship Management. Artificial Intelligence will add more power to CRM systems by helping them learn from interactions with customers. Needs will be able to be predicted and all the tedious tasks will be easily automated with Artificial Intelligence. Chat bots were on the rise in 2017, and we are likely to see more of them in 2018. These bots, which are powered by artificial Intelligence, will make interaction with customers seamless and will ensure their needs are met without any hassle.
  2. Social CRM: Social Media is one of the platforms that generates the most leads in CRM. Also, many customers go to social media to vent about their needs and poor services. Social CRM will focus solely on social media, helping CRM teams to fully harness the potential of these platforms.
  3. Augmented Reality (AR): One technology that has been on the rise in 2017 is Augmented Reality. Several platforms are beginning to adopt this technology, and CRM will definitely not be left behind. AR can be incorporated into sales and marketing by creating interactive campaigns. It can also help customers’ get exactly what they want by providing a preview of products. Aftersales services can also be done with AR.
  4. Omni-Channel CRM: Presently, CRM tools interact with several channels and sections of a business. These channels are bound to increase in 2018, and CRM tools will be developed to adopt to the new channels. Customers are constantly moving across several channels, and CRM will have to find them.
  5. Auto-population in CRM: Manual tasks like Data entry and populating accounts will be completely automated in the coming year. Often times, these tasks lead to data duplication and other mistakes. Come 2018, they will most likely be totally automated.
  6. Improved Data Analytics: Data is constantly being generated across various channels of a business. Making sense of this data is key to the survival and differential success of any business. CRM tools will possess powerful data analytics feature in 2018. These analytics capabilities will ensure that valuable data is not just lying fallow in CRM.



In order to stay ahead of the curve, it is important to understand the trends of any industry. We have explored the top 6 CRM trends to watch out for in 2018. Keeping these developments in mind will ensure you stay ahead of the CRM game in 2018.


Rahul Varshneya is the co-founder of Arkenea, a custom software development company that builds custom mobile and web apps for entrepreneurs and enterprises. Rahul has been featured as a business technology thought leader in numerous media channels such as Bloomberg TV, Forbes, HuffPost, Inc, among others.