CRM, CRM Practices Blog TeamFebruary 3, 2022

CRM Best Practices in 2020

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CRM Best Practices in 2020

In this section, we will explore more about CRM best practices in 2020. Continue reading to know more about the topic.

An Overview About CRM Best Practices in 2020

In the last decade, CRM has experienced tremendous growth. This is because of the CRM investments by the enterprises, which have improved the customer service levels.

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These improvements have increased customer satisfaction. The customer experience has been transformed from being transactional to a holistic one.

However, as we move into 2020, customers want more than just a good experience with a brand; they want a great one. We expect that the customer experience will be more than just increased sales and reduced costs.

The customers are looking for non-linear improvements to their customer experience journey. In this article, we will discuss CRM best practices in 2020.

Top 5 CRM Best Practices in 2020

We will discuss the top 5 CRM best practices in 2020. These CRM best practices are being adopted by most enterprises to ensure that they deliver a great customer experience.

1. Real-Time Customer Engagement

Real-time customer engagement is the first CRM best practice for 2020. Almost all enterprises are trying their best to provide real-time service to their customers through social media, mobile applications, and web chatbots.

Using these technologies, enterprises are trying to solve customer problems in real-time by using self-service tools and applications. The advantages of real-time customer engagement include:

  • Increased productivity of employees
  • Better service to customers
  • Improved customer satisfaction

2. Use of Artificial Intelligence in CRM Systems

Artificial intelligence is a field that is booming right now. Enterprises are trying their best to use artificial intelligence in their CRM systems to improve the customer experience. Many enterprises are using artificial intelligence to create self-learning machines based on various data sources available within their organizations. The advantages of artificial intelligence in CRM systems include:

  • Improved efficiency of human resources
  • Better accuracy of decisions made by human resources

3. Usage of Maximal Data Available on Customers

Maximal data refers to all the data that is available on your customers about their likes, dislikes, preferences, demographics, and behavior patterns, etc. This data can be used by the CRM system for automated marketing campaigns and lead generation purposes.

4. Use of Real-Time Data for Marketing Campaigns

During a marketing campaign, it is important to understand which channel performs better than other channels for generating maximum sales leads or conversions from the campaign. To get this real-time data, all the marketing channels need to report back their performance against specific goals and objectives set during the campaign. 

5. Use of Personalization Techniques in Marketing Campaigns

Personalization techniques can be used by marketers while creating marketing campaigns so that they can create content based on various criteria such as location, demographic factors, product category interest, etc., For example, while creating an email marketing campaign, you can personalize it according to your target audience’s location or language preferences, etc., This will help you create a personalized marketing campaign.


We have discussed the top 5 CRM best practices in 2020. These best practices will help enterprises to create a great experience for their customers.