AI is pushing boundaries all around the World. Graphic design, cinema, coding, you name it. Even humans are being generated by AI now.
But did you know what the one thing that’s been most impacted by AI is? CRM or customer relationship management.
There’s been a horde of features coupled with AI everywhere on the internet, social media, blogs, even emails and now CRM. Let’s see the scope of AI and CRM:
- Personalization: AI algorithms can analyze customer data on the go to personalize each and every communication you have with your customer. This is done by taking into consideration customer preferences, past interactions and much more, to deliver tailored responses and solutions and thus increasing retention. What’s more, predictive AI can even gauge how your customers will react or respond to certain campaigns.
- Lead gen and conversion funnel: AI-powered CRM can take in customer feedback from channels like social media, emails, surveys, and customer care interactions to address concerns, tailor marketing campaigns and automatically respond to questions. For example, any customer who comes in via email can be reached out to via email, automating the process and converting leads in real time.
- Chatbots and customer care: AI can help segment your customers into groups based on demographics, locations, age, profession and so many more filters. For example, if your business has a B2B model, you can tailor your posts and ads for people who are engaged only in that profession in specific locations. Thus the people who come to your customer care and chatbots are the right target audience.
- Fraud and risk: AI features embedded into your checkout pages and paid plans can conduct real-time checks and raise flags if anything stands out and prevent fraudulent activities.
- But, the human touch remains: While AI offers incredible capabilities, it’s not meant to replace human creativity and judgement. For example, certain leads will only convert when they feel confident with your sales team. Only when a human behind the screen assures them that results will be delivered and no AI feature can replicate that trust building and charm. The charm of human insight is quite obviously absent in this type of content, which many to this day, prefer.
- The ethics of it: As AI becomes more ingrained in customer relationship management, ethical considerations come into play. Issues like bias, transparency, and data privacy need to be addressed responsibly.
Since the integration of AI is not just a trend, it’s the future of CRM. By embracing AI and its transformative potential, businesses can craft impactful experiences, connect with audiences on a deeper level, and stay ahead of the curve in the ever-evolving digital landscape.
