How AI will be the next big driver of CRM value

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Nucleus has observed a 37 percent decline in CRM ROI over the last decade, dropping from $4.90 to $3.10. However, the emergence of artificial intelligence (AI), particularly generative AI and large language models (LLMs), offers a solution to this decline. These technologies are shifting CRM systems from passive data repositories to proactive tools capable of providing actionable insights and automating complex tasks. By taking advantage of AI capabilities within CRM systems, organizations can optimize operations, improve customer engagement, and achieve measurable ROI. Early adopters have shown that AI-enabled CRM systems enhance efficiency and offer significant advantages in today’s competitive landscape.

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