In the past few years, we have witnessed businesses changing at a warp speed with customer expectations at an all-time high, plus a challenging economy. The advent of cloud computing has radically transformed the landscape of enterprise business systems and the way business engage with customers. In this environment, businesses should effectively use digital technologies for cost optimization and improved speed-to-market.
Legacy CRM Systems Lack Flexibility, Scalability, and Fail to Deliver Business Value
While eager to explore this paradigm, organizations can get held back by their on-premise COTS (commercial off-the-shelf) packaged and bespoke CRM applications and cannot offer business owners enough agility and confidence to continuously evolve with the pace needed to remain competitive in the market.
Over the years, these legacy CRM systems have become difficult to maintain due to non-modular application architecture, hard-coupled systems and dependencies, lack of interoperability, non-intuitive user experience, low automation quotient, lack unified 360 view of customer, and difficulty to scale. In many cases, they may not be suited to providing the agile, social, and mobile environment that the lines of business require.
Modernizing the legacy CRM to cloud-based platforms, like Salesforce, helps businesses lower costs, increase productivity, and drive efficient growth while enabling rapid innovation.
A Modern CRM System is Scalable, Efficient, Cost Effective and Accelerates Value Realization
The modern CRM system leverages key technologies like Cloud, APIs, DevOps, Microservices, Automation, and Containers. A few key trends driving the modernization of the legacy CRM to modern CRM include the convergence of big data analytics and CRM, omnichannel customer engagement, AI application in CRM, automation, Mobile and Social CRM, and seamless integration with other enterprise systems using APIs and self-service.