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The State of CRM

New research shows how organisations are meeting the future of work with the next generation of CRM.

800 executives and 1,500 employees around the globe reveal how to use CRM as the cornerstone for growth, productivity, and business resiliency.

What do executives and employees across 15 countries have to say about the strategic role of CRM technology today? Read The State of CRM to discover the secrets to future CRM success.

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Top Trends from the State of CRM Report

To meet the future of work and ever-evolving customer expectations, leading organisations are tapping into a new generation of CRM use and strategy—connecting data across all departments to automate processes, drive personalisation, and support anytime, anywhere productivity.

57%

of companies couldn't maintain good CX remotely because their CRM wasn't accessible

Only 32%

of companies have a single view of customer information, but 90% think it would be valuable

79%

of organisations will be using AI-powered CRM automation by 2023

Learn how to make CRM the foundation of your future growth across four key focus areas:

Business Resiliency: How the right CRM can be a key enabler of your organisation's resiliency.
Data Access, Quality, and Availability: How your use of CRM systems can either make or break data quality and accessibility. How to get it right.
Employee Experience: Understand the three things employees say they need today in order to create more value using your CRM.
AI-Powered Automation: Why automation is the leading CRM system use case planned for the next two years, and where you should focus.
Actionable recommendations for how you can take your CRM to the next level.