Next-Gen CRM in the SaaS Era: Features and Best Practices

Abstract

In the early 2000s, a considerable airline company named United Airlines faced a customer service crisis when its outdated customer relationship manager system failed to efficiently handle the surge in customer inquiries, resulting in flight cancellations. This problem posed the need for advanced CRM solutions to promote a shift towards cloud-based systems [1].

By 2020, the global market CRM was valued at over $40 billion, with software-as-a-service solution companies having a market share of nearly 75%. from a historical perspective. We will talk about the progression from traditional CRM to modern cloud-based solutions and the transformative impact of SaaS on CRM functionalities.

Transformative impact, namely AI-driven analytics seamless integration and enhanced facility. We will discuss best practices for using these advanced facilities for customer satisfaction and operational efficiency. This paper aims to comprehensively understand how businesses can adopt and optimize next-gen CRM systems in the Saas era [10].