CRM expectations for the next 12 months

March 12, 2024 - Research Y27

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As we transition into 2024, the CRM market is shifting towards a more nuanced and strategic focus on customer experience and technological innovation. Informed by user experiences and testimonials from the previous year, Nucleus identified four key patterns that are expected to shape the industry over the next 12 months. These trends include a cautious approach towards customer-facing generative AI, increased investment in augmenting existing systems with advanced analytics and sales intelligence tools, an escalation in mergers, acquisitions, and strategic partnerships for market consolidation, and an emphasis on functionalities that accurately track the effectiveness of sales actions and customer engagement.

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