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In the past decade with the pace of time, the CRM (Customer Relationship Management) software has evolved by leaps and bounds. It is no more a mere tool to manage contacts but more than that anybody could ever think of. Either b2c or b2b environment, CRM software proved out to be highly effective software helping brands to come closer to their customers in more than one way. With the arrival of 2021, some popular CRM software trends are coming into the picture that can shake up the industry as and when implemented. Here we are with some of the most popular CRM software trends to look for in 2021 that will urge marketers to use CRM more than ever before and make the most out of CRM\u2019s powerful features and seamless integrations.<\/span><\/p>\n Artificial Intelligence\u00a0<\/b><\/p>\n Artificial Intelligence (AI) is becoming an integral part of CRM software now. It is one of the advanced technologies that is impacting the brands of various industries. We all are using AI immensely and unknowingly in our daily lives and at work more than we might think. Gartner\u2019s 2019 CIO Agenda survey states that 14% of global CIOs have already deployed AI and it’s estimated that the usage of AI associated with CRM tasks will scale-up the global business revenue by $1.1 trillion by the end of the year 2021.<\/span><\/p>\n Increased CRM adoption by first-time users<\/b><\/p>\n According to LinkedIn State of Sales 2020, it has been found that 65% of sales professionals use CRM software and 97% consider it essential software to drive sales better. However, there are still some sales professionals not using CRM software due to restricted company budgets or due to lack of tech knowledge to implement it. But the good news is CRMs in 2021 are getting more and more affordable, easy to implement, and easy to use as well. Hence, as per the CRM trend of 2021, a higher percentage of brands will be adopting CRMs for the first time.<\/span><\/p>\n A rise in Social CRM\u00a0<\/b><\/p>\n CRMs nowadays are capable of integrating social media channels, opening opportunities for brands in establishing stronger relationships with their past, present, and future customers. Brands by using Social CRM get the capability of understanding their customers and analyze what their customers like to view and post regarding their or any other brands\u2019 products and services. It helps brands to personalize with their customers by resonating with their customers\u2019 sentiments. 2021 is expecting a rise in the usage of Social CRM where brands can leverage it to address their customers instantly and can build strong & personalized relationships with them by incorporating their feedback.<\/span><\/p>\n More Automation & More power\u00a0<\/b><\/p>\n Customers are way smarter now and with the pace of time customers are more tech-savvy these days. CRM software in 2021 needs to offer more advanced automation features to match the needs of tech-savvy customers. Most of the brands in 2021 are all set to invest in advanced automation features of CRM software, making their business processes efficient in connecting with their millennial customers. Automation is not only helping brands in marketing and sales but also in driving better customer service. In 2021, CRM is expected to be the synonym of automation helping brands in each of their business processes. For example, using chatbots is a unique automated way to address the customers\u2019 queries instantly. It helps brands in communicating and resolving customers\u2019 issues effectively. Not only this, but chatbots can also be used to automate email workflows to nurture sales qualified leads.<\/span><\/p>\n The arrival of more advanced CRMs\u00a0<\/b><\/p>\n