3 CRM trends that will enhance customer experience in 2018

08 January, 2018
3 CRM trends that will enhance customer experience in 2018

Traditional CRM solutions are a thing of the past with modern systems delivering the full spectrum of applications; a strong all-round CRM solution is capable of delivering everything needed to develop and retain customer relationships.

As customers continuously expect more, we look into the top CRM trends for 2018 that will help streamline business processes and help better customer experience.

What to look out for in 2018

General Data Protection Regulation (GDPR)

As you all will know by now, GDPR comes into force on the 25th May 2018. The new act will replace the Data Protective Directive (DPD), since the DPD was enforced in 1995 it is now considered outdated and adjustments needed to be made. The new regulation is seen to be an important step forward for individual’s privacy rights, giving greater control over their personal data and how their data is being used.

GDPR will inevitably have an impact on CRM solutions. Data controllers must ensure that they are complying with their data handling otherwise they may face significant penalties. Enforcements will come in two tiers:

-Tier one (minor breaches): up to 10 million fine or 2% of annual turnover

-Tier two (breaches of key provisions): up to €20 million or 4% of annual turnover

There are numerous ways in which GDPR will affect organisations. Consent needs to be clear and unambiguous, no longer will pre-ticked boxes and silence be accepted as consent. Consent can also be withdrawn at any time, it is important to make sure your CRM is capable of making changes when necessary. GDPR also understands that after a certain period of time of inactivity data must stop being used.

LinkedIn integration

Rather than having to switch tabs and move information gathered on LinkedIn over to your CRM, we are now seeing integration between the two. This allows for intelligent lead suggestions enabling better interaction, targeted ad campaigns can also move viable leads over to CRM. CRM is truly becoming social.

Artificial intelligence

Organisations have been using Chatbots for some time now across a range of platforms including mobile, social, and desktop. CRM can provide chatbots with the necessary information and combined with artificial intelligence, customers are able to engage and interact with organisations. As customer service is resource intensive it is important to be able to provide a solution for when employees are out of the office; Chatbots offer 24/7 service.

Intelligent assistants will become more prominent, AI assistants are already big in the consumer space with products such as Google Home and Amazon’s Alexa, analysts expect businesses to increasingly adopt the use of intelligent assistants to help with activities such as scheduling meetings and document finding.  


Catch us at this year’s ERP HEADtoHEAD where we will be discussing the benefits of Microsoft Dynamics 365, including how it unifies the capabilities of CRM and ERP to help you transform your business. You can find out more information here.

A technical guide to system maintenance for Microsoft AX and D365
17 December 2018

A technical guide to system maintenance for Microsoft AX and D365

As many of us wind down for the festive season, now is a great time to think about the maintenance of the systems your business relies on, and get organised for next year. Next year, we see new trends emerging including Evergreen updates for Microsoft Dynamics 365, so use the end of the year to

Microsoft mainstream support: 4 steps to take before your support ends in 2018
18 July 2018

Microsoft mainstream support: 4 steps to take before your support ends in 2018

The 9th October 2018 is etched in the minds of many and, if not already, is a date that all AX2009, AX2012 and AX2012 R2 customers should be thinking about. Are you wondering why? Columbus Enterprise Account Manager, Glen Bignall explores...

This is the date that mainstream support from

The GDPR FAQ: Everything you need to know
04 July 2017

The GDPR FAQ: Everything you need to know

Even though GDPR is fast approaching, an alarming number of businesses still aren’t taking the required steps to ensure that they’re compliant. What is more worrying is that not everyone is aware of the changes taking place, and we have less than a year before they come into force!

Categories: GDPR

10 tips for a successful ERP implementation
28 June 2017

10 tips for a successful ERP implementation

How can you make sure that an ERP implementation is successful? If you want to find out, watch our video and discover 10 top tips to ensuring your ERP implementation is a successful one.