Driven by internal and external factors, CRM market will release new demand potential. (1) Under the influence of the epidemic, the market’s acceptance of SaaS model continued to rise, and the penetration threshold decreased, promoting the further penetration of crmsaas. (2) B2B has become a new growth pole. Over the past decade, with the development of PC Internet and mobile Internet in China, the Internet industries such as information, e-commerce, social networking, games and life services have risen, and the consumption potential of C-end has been continuously released. After experiencing explosive growth, China’s Internet penetration has tended to be saturated in recent years, and the “demographic dividend” of the C-end incremental market has gradually peaked and the 2B outlet has become stronger. At the same time, compared with 2C enterprises, the customer experience index of 2B enterprises is far from that of 2C enterprises, which is more urgent for optimizing customer relationship management and prolonging customer life cycle. (3) The CRM penetration rate of small and medium-sized enterprises is low. Even if some enterprises that do not just need to deploy CRM are removed (such as small and micro enterprises with small business volume, some enterprises without customer pressure, etc.), there is still a large penetration space.
The change of market environment puts forward the new demand of iterative upgrading to CRM. First, how to effectively reach customers and obtain potential business opportunities. With the transformation of new media and new consumption channels such as small programs, enterprise office software, short videos and live broadcasting rooms, the marketing channels have doubled and the media transformation efficiency has been diluted. Where and how to market has become a difficult problem for many enterprise customers. The second is how to precipitate, mine and visualize the data. The development of mobile Internet, industrial Internet and other technologies has increased the entry of clue data. In the face of Beijing Vastdata Technology Co.Ltd(603138) doubling in a few months, the efficient use of existing data is the hard power that CRM must have. The third is how to meet the personalized needs of enterprises of different types and sizes by building lightweight CRM. Under the influence of the complex and changeable business environment and the wave of digital economy, the organizational form and business model of enterprises are also changing. CRM, which is closer to the business scenario, is more and more favored by enterprises. How to find a balance between standardization and customization has become another key point that CRM manufacturers need to pay attention to.
