2021 CRM Trends

Top Trends in CRMs from 2020

Top 7 CRM Trends from 2020

This decade promises to be significant for the evolution of the CRM (Customer Relationship Management system). In recent years, several developments have helped to reshape and redefine what CRMs can accomplish. We saw many exciting trends in 2020, and many of these will become more established as the decade progresses. Let’s take a look at the CRM trends that are made some big waves in 2020. 


CRM’s are becoming more efficient through the use of automation. One of the main criticisms of CRMs has been the labor-intensive manual input required in the past. Thanks to automation, businesses can operate more efficiently and save on costs. Laborious manual tasks can be managed by AI, which significantly boosts productivity. Many core processes can now be automated, and we expect this trend to continue strongly in the years to come. One prominent example of automation is the rise in smart chatbots that offer a personalized experience to customers around the clock without human input. Companies collect more data than ever, and CRMs evolve to process this data to provide actionable insights. 

Rise in AI

An aspect that goes hand in hand with automation is AI (Artificial Intelligence), and it is beginning to play a crucial role in the development of modern CRMs. We mentioned chatbots above, but we shouldn’t forget the importance of human agents. AI has played a vital part in improving the service that these agents can offer. With enough data, AI tools can predict which question a customer may ask next, allowing an agent to provide personalized recommendations quickly. AI allows for enhanced customer service, detailed lead management, and the identification of upsell opportunities. Predictive modeling is poised to transform how organizations can utilize their data. 

Voice Technology 

Another key trend to note is the integration of voice technology. Here at Grapevine AI, we know a thing or two about how voice technology is beginning to integrate with CRM software. We developed our unique software resulting directly from these emerging trends. The use of voice technology saves time and helps to make the data entry process more efficient. Inputting data tends to be time-consuming and expensive, and the use of voice recognition allows professionals to access and input data quickly. Voice-driven data entry can save organizations in costs and time. 

Grapevine AI, designed to streamline into various CRMs, helps busy professionals input and gather data. Voice-activated CRMs are something that we will continue to see more of in the future. 

Consumer Value Models

An emerging trend that is quickly gathering pace in many industries is subscription-based models making renewals and expansions more vital than ever. CRMs are evolving to provide a clearer picture of consumer values and outcomes. CRMs are better able to differentiate between customers based on various factors, allowing employees to access a clear view that provides this information. 

Social Channels

Another aspect of CRMs that is garnering a lot of attention is social channels. A unified social media strategy is vital for the success of most businesses in 2020. Many prospects will spend a significant amount of their time on social media, and it is usually the place where they will directly engage with the business. Social media marketing is also crucial for securing leads and raising awareness. The modern CRM allows for integration with social channels so that a user can easily view campaign results.

Additionally, they can get a better idea of overall brand sentiment, which can fuel decision making. Social campaigns can be run directly from a CRM, capturing leads, making the entire process far more efficient. The result is a stronger relationship between the brand and prospective clients and more user feedback directly integrated into the brand’s roadmap.

More User-Friendly 

Another top CRM trends emerging is a renewed focus on having a user-friendly platform. A CRM can only be effective if users feel comfortable on the platform and are creative. Gone are the days of overly technical and complicated CRMs; we are in the era of clean and minimal software. This means that teams can quickly pick up on how to get the most out of this technology, leading to better business results. 

Better Integration 

CRMs are now far more integrated with various applications and processes, allowing a marketing team to manage their entire operation better. We mentioned earlier that social channels were more integrated, but this is merely the start. The technology is becoming more sophisticated than ever, which means that sales and marketing teams have to rely on fewer software applications. They can create, manage, and optimize entire campaigns from a CRM. We have seen a more condensed approach as a result, and this looks set to continue. 

However, there are still many further possibilities for integration. With CRMs being able to process and manipulate data with ease, there is an emphasis on sourcing this data to gain even deeper insights. Leveraging this information provides a better service for existing customers and expands its current customers’ reach.  

Closing Thoughts

Overall, 2020 proved to be a highly significant year for CRMs. These trends have been made and will continue to big waves, and we expect them to continue being notable in the coming years. It is an exciting time to be involved with CRMs, and we at Grapevine AI are proud to be at the forefront of some of these trends. Join our waitlist and be the first in line for Grapevine AI. Join now!