The fourth industrial revolution and CRM
From my own personal observations, when compared with what we were facing a few years ago, there are two main drivers in the CRM market that are making a huge difference today:
- Digitalization and the way we all collaborate and connect with each other and our customers, along with how we partner in the marketplace today.
- Massive technology innovations and the democratization of technologies such as AI, big data, and ML, all of which are powering and spearheading the fourth industrial revolution.
All this development is changing the way we build a sustainable CRM strategy for tomorrow. You'll be hard pressed to find anyone who doesn't agree that AI is going to revolutionize CRM solutions in every business. Indeed, it is doing that already today, as we saw in the examples in Chapter 5, Utilizing Artificial Intelligence and Machine Learning in Your CRM Strategy, where we discussed how AI and ML could provide a semi-self-service solution for...
