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This is part one of a podcast about CRM trends for 2015.
As companies look to the most transformative IT trends in 2015, the impact of mobile and wearable devices is an obvious choice. Portable devices now enable executives to view key data on their phones, enabling employees to view information and take action in just a couple of clicks as well as learn key information about a client just before they enter a meeting. These devices offer new opportunities to change business operations, close deals and take action much faster.
Mobility. On the mobility front, Leary said that consumerization of IT paved the way for mobile devices to change the way workers do business. While mobile devices have already infiltrated workplaces for personal use, he said, they have now taken on key business purposes.
"It keeps steamrolling and steamrolling," he said.
Wearables. Similarly, Leary said, companies are now finding novel ways to use technologies like wearables and the Internet of Things to do business. Leary noted that FinancialForce is now incorporating a wearable watch into its software offering that enables companies to learn that a particular employee has called in sick and to arrange for a replacement without a lot of disruption in workflow -- all from a wearable device. "I think you're going to see different use cases come up for different areas of business that are completely in the business realm where wearables are going to play an interesting and eventually significant role," he said.
Personalization/geolocation. Leary also noted that personalization trends and geolocation are changing what companies can learn about customers in real time. With geolocation, companies can gather data about customers and their product preferences, then tailor product information or offers to consumers in real time and on their devices.
But these trends are also prompting customers to think carefully about the kind of data they are willing to share with companies in order to get better service. According to Leary, customers want assurances that their personal information is in good hands. "You have to show [consumers] that you can safeguard information and use it to provide better value. It only takes one misstep, and you really don't get a second chance," Leary said.
Check out part two of this podcast here.
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