Ans1:

There are only these roadblocks between you and successfully reaping all the benefits at CRM
has to offer.

1) Yourself
I hate to be all finger-pointy and all, but you really are the first checkpoint on the way to CRM success
and if you’re not on board, on point, and on guard, then your CRM journey will not end well.

But this one has several levels:

If you don’t convert yourself to the idea of CRM, it’s all over and you’ll never even taste the benefits.
If you don’t set out to find the best CRM for your particular business, you’ll never know which CRM will
get you the best results.
If you don’t make the CRM you choose a priority, then you’ll be left with having only tasted victory, but
never savored its rich flavor.
If you don’t commit yourself and your team to sucking that CRM dry, then it will all have been for
naught.
You are the first in a long chain of things that need to happen. If you don’t show up for work, you can’t
ever expect your employees to do the same. If you don’t follow the rule of law set forth, your employees
will have no reason to. If you don’t get on CRM… you guessed it.

2) Your Process
This doesn’t have to be a roadblock. But, then again, you don’t have to be one either.
Your process is something you know forwards and backwards. It’s something you’ve worked on for years,
and through countless iterations.
But your CRM search will turn up very few results if you reduce it to only the CRMs that match your
process exactly. The problem is, CRMs weren’t necessarily designed for your process. That’s because
every single company is created differently. Different targets, different philosophies, different culture and
goals, and different workforce.
This all adds up to a unique process that you can’t get anywhere else. And that’s a great thing.
But when it comes to finding CRM, you have to expand your focus. That means looking for CRM that will
be customizable enough for your workflow in order for your process to not be the killjoy.
But don’t be blind to CRM that might have slight modifications to your process. Who knows, you might
actually find out that your process had a blind spot or that there’s something you can improve.
Don’t let your process become either the bottleneck or the roadblock that keeps you and your company
from enjoying the benefits of CRM.

3) Your Team
If you don’t make a proactive, positive effort to prevent this one, it will haunt you forever.
As converted to CRM as you may be; no matter how solid, compatible, or adaptable your process is; you
will not be able to overcome a team that is not on board with your CRM, and the whole thing will fall
into an inconveniently positioned ravine.
Being the forerunner on the CRM floor, you should be using it every day, but you’ll be requiring that your
team members do the same. If they’re not on board, you start noticing that pretty quickly.
You won’t see the benefits that you’re hoping or planning for

They won’t see the benefits

Their performance will fall behind the team members that are using it

Your numbers in your CRM will be skewed and incomplete

Your tracking mechanisms will be insufficient

Your team might be more disorganized than ever with one foot in and one foot out

You must take them with you on this journey. Get them off the tracks and pull them on board the train
towards success.

Ans2:
Here are some emerging trends in CRM are following −

Integrating Data from Multiple Channels

The CRM solution providers are working on moving social media data to more secure
communication channel. They are also exploring how they can integrate unstructured data
coming from multiple channels such as Email and mobile smartphones .

Handling Big Data

As the data is penetrating from multiple channels with high volume, velocity, and variety, the
CRM solution providers are exploring how this big data can be managed well to be able to use
effectively.

Shifting to Cloud-based CRM

The businesses are preferring cloud-based CRM software to overcome the problems with on
premise CRM software (in which every new feature development requires an expensive
upgrade). The cloud-based CRM also lessens the burden of business for investing in
infrastructure.

Social CRM
The customers are into the practice of reading reviews, recommendations, and judging the
product or service before deciding to purchase. The businesses are keen to employ social CRM
tools in their CRM software as the social media can bring an insight of customer preferences and
behavior.

The Mobile CRM is Expected to be Powerful

Today’s CRM solution providers are investing a handsome amount to bring more rigor in the
mobile platforms of CRM applications.

Using CRM data effectively

The historical and current data of the customers is so huge that the CRM users spend more time
in entering the same in the system than using it effectively for beneficial purpose. CRM solution
providers are also working on providing simpler and easier ways of handling customer data
using mobile devices.

CRM Software Systems with Wearables

It is the next big revolution in the development of CRM software systems. Wearable are the
devices worn by the consumers to track their health and fitness information.

If CRM applications are integrated with wearable computing devices, then the businesses can
get benefited by having real time information of customers and access to their account data.
The businesses can then engage with their customers effectively and discover opportunities of
selling and enhancing customer relationships.

Creating Best Customer Experiences

Though life is not all segregated between black and white moments; for the customers and
businesses it is. The customers remember business products and services by associating with
best and worst experiences. The businesses using CRM are placing the activities related to
making their customers feel good in their list of top priorities.