With the advent of time, Customer Relationship Management or CRM platform is revolutionizing at an unprecedented pace. There is a range of factors that individually and collectively contribute to the emergence of CRM systems in daily workflow management. Some of them are the following:
● An increase in the market competition calls out for well management strategies that help streamline the workflow.
● A rapid increase in the competition in the digital world for the survival of industries.
● To get a competitive edge in the market, CRM systems are prevailing in organizational infrastructure.
● To ensure high business revenue, businesses have identified the need for CRM in their system.
● To streamline the operations of an organization, businesses are vigilantly using CRM systems.
● To attain enhanced customer experience and increased customer retention, businesses are using CRM systems at a high pace.
So let’s look into each era separately that could demonstrate the revolution of CRM systems with the passage of time;
The era of 80s
This was the age of database marketing and the term CRM was not coined yet. In this tenure, businesses started analyzing the information and thus started an organized communication among the fellows. In the late 80s, the PCs started entering the market and its applications started to be identified by the business entities. After this, businesses started analyzing the information for customers and extracted useful insights for better decision making. We can say that this period was the start of CRM when the need of identifying customer data came into the list of business requirements.
The era of 90s
Here started the era of software development that if we can say gave wings to the CRM won’t be wrong. There was the need for a workflow management system and thus with the time of software development, the possibilities started came into consideration. In 1995, the term CRM was coined. Also, salesforce automation also came into being. At the same time, the first mobile CRM was produced and SaaS came into the market.
The era 2000s
This was the era when CRM software development started to meet business requirements.it started to be adopted by the organization for seamless business operations and to ensure effective communication. In 2007, cloud-based CRM was produced. This was the era when the SaaS market started booming and thus the social CRM came into being.
The era 2010s
It was an era of revolution. With technological inventions, cloud-based CRM was integrated with SaaS CRM. Mobile devices also got integrated with SaaS CRM for effective workflow management and seamless business operations. The developed CRM systems were quite cost-effective and based on the principle of customer experience. Moreover, their high focus was on a customer-centric approach that helped businesses to make improvements in the CRM system based on customer data.
Also, the era of the 2000s is the one in which innovative technologies such as Big Data and cloud developments came up with the blend of Artificial Intelligence and machine learning technologies.
