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CRM Predicts 2018Created: July 2015Gathered by: Prayukth K VGraphics: Prabahar Chitraikani
Source: Gartner, 2015
During the next three years, 60% of digitalcommerce analytics investments will be
spent on customer journey analytics.
Page 2
By 2017, 15% of sales organizationswill use crowdsourced benchmarks to
design their sales incentive compensationmanagement (ICM) plans.
Page 3
Source: Gartner, 2015
By 2018, 4% — and by 2020, 10% — of$1 billion-plus organizations will run all
their CRM applications on SaaS.
Page 4
Source: Gartner, 2015
By 2018, large organizations in maturemarkets will shorten the CRM replacement
cycle by two years by moving to SaaS.
Page 5
Source: Gartner, 2015
By 2018, over 100 of the 500 largest globalbusinesses will introduce video-basedchat for customer-facing interactions.
Page 6
Source: Gartner, 2015
By 2018, 75% of social-only customerservice agents will be blended into the
customer service agent pool.
Page 7
Source: Gartner, 2015
By 2018, more than 50% of commercesites will integrate technologies from
more than 15 vendors to deliver a digitalcustomer experience.
Page 8
Source: Gartner, 2015
By 2018, more than 25% of B2Bsellers will offer data-driven,
usage-based subscription models.
Page 9 Source: Gartner, 2015
By 2018, CIOs who build strongrelationships with chief marketing officers(CMOs) will drive a 25% improvement in
return on marketing technologyinvestment.
Page 9
Source: Gartner, 2015
By 2018, B2B sellers that incorporatepersonalization into digital commerce
will realize revenue increases up to 15%.
Page 9
Source: Gartner, 2015
Through 2018, VoC initiatives that don’tshare data across the enterprise will
compromise customer satisfaction andloyalty measures by 30%.
Page 9
Source: Gartner, 2015
By 2017, 50% of B2B selling organizationswill invest in predictive analytics solutions
for prospect qualification, opportunityautomation, forecasting automation and
renewal management.
Page 9
Source: Gartner, 2015
By 2017, one-third of all customerservice interactions will still require
the support of a human intermediary
Page 9
Source: Gartner, 2015
By 2017, one-third of all customerservice interactions will still require
the support of a human intermediary
Page 9
Source: Gartner, 2015
By 2018, 50% of agentinteractions will be influenced
by real-time analytics.
Page 9
Source: Gartner, 2015
By 2017, 65% of sales organizationswill use smartphones to drive
user adoption and improve dataquality for sales force automation
(SFA) systems.
Page 9
Source: Gartner, 2015
By 2017, privacy will be the mostvalued feature in the adoption and
use of consumer apps.
Page 9
Source: Gartner, 2015
By 2018, over 100 of the 500largest global businesses willintroduce video-based chat
for customer-facing interactions
Page 9
Source: Gartner, 2015
By 2018, over 100 of the 500largest global businesses willintroduce video-based chat
for customer-facing interactions
Page 9
Source: Gartner, 2015
By 2018, 5% of customerservice cases will be initiated
by Internet-connected devices,up from 0.02% in 2014
Page 9
Source: Gartner, 2015
Prayukth is a marketing guy who comes up with cool ideas for helping startups takeoff at warp speed. Making startups understand the potential of IoT is a cause he identifies with. He is a social media power influencer on twitter, linkedin, slideshare and google plus.
Prabahar creates visuals that carry messages and engage audiences before a click. His work has so far powered over 300 global campaigns and brands.
He can be found here
Thank You !!!
Gathered by: Prayukth K VGraphics: Prabahar Chitraikani
