Business process automation has really come a long way from the early 2000s when companies had to use half a dozen apps for every specific task. It’s the era of smart CRMs where you can do pretty much everything that’s necessary with just one good CRM application that suits your business workflow.

So what’s in store for the CRMs this coming new year? Are we going to see some trend-setting innovations or the focus will more be towards providing better support & user experience? Let’s discuss some of the points which I think would become BIG in the world of CRMs next year.

Arrival of Artificial Intelligence (AI)

The year 2017 was clearly the year of Artificial Intelligence (AI) & Virtual Reality (VR). And I truly believe there’s no stopping to this phenomenon. Artificial intelligence will surely take over the smart CRMs & for the good.

AI would go a long way in learning from your usage, behaviour & give you answers, predict forecasts & a whole lot more. It will also make the need for human interference minimum & thus saving us hours of precious time.

Birth of the Social CRM

As social media usage show no signs of saturation, the next frontier for companies is to get closer to its customer base via the social networks.

Hence, don’t be surprised if companies build virtual robots to keep you engaged on their communities/groups. If rumours are to be believed, a few biggies are already gearing up with their virtual smart robots to serve their customers. Another big positive here is the convenience a mobile platform provides for customer support. Win-win!

Smarter Integrations

Even though 3rd party integrations in CRMs came leaps & bounds in the year 2017, developers will still find more ways to integrate new services with their CRMs. This open environment will not only help make the CRMs more powerful & appealing but also become a huge boost to user convenience & productivity.

Customization is the King & Always Will Be

As the CRM market becomes more demanding with every passing day, people won’t just be satisfied with your out-of-the-bundle CRM application.

Everyone loves a touch of personalization & the coming year would be no different. There will be increased demand for custom-made CRM packages suiting the exact need of a business. And that is where a CRM that’s smart & flexible enough will have the upper hand.


As the year comes to an end, a new year awaits. And it brings with it, new challenges… new opportunities. We at Wakeupsales CRM have been really working hard on some exciting new features this month. Can’t wait to share it all 🙂

Thanks for the love & support. Signing off for 2017 🙂

Happy Holidays!!!


Omkar R

Social Media Analyst, Research Writer, Sales & Business Development Expert, Blog Writer, Corporate Trainer, Communication Trainer, Startup, Tech News, Digital Marketing. Positive, seasoned, mature, experienced with international sales management and account management with Product Branding, Marketing and Customer Success Management Experience. Most important of all – A Husband.