How COVID-19 Has Changed The Landscape of Office & Remote CRM Implementation?

COVID-19 has changed the landscape of organisations empowered by CRM across the world in countless ways. Simply put, the ability to segment, personalise, and deliver exceptional customer service and experiences consistently has become more critical than ever.




The proof is in the numbers, and numbers don't lie! CRM solutions can increase email conversion rates 3x, improve overall conversion rates by as much as 50 percent via marketing automation, and improve click rates by 41 percent.


The good thing is that CRM solutions are now rapidly embraced by small, medium, and large-sized organisations, which has resulted in a surge in remote and office CRM implementations.


The global CRM market size is expected to expand at a CAGR (compound annual growth rate) of 14.2 percent from 2020-2027, owing to the growing demand for Software as a Service (SaaS) in the deployment of CRM solutions and suites.


Automated engagement, mature customer service, increasing scope of digital operations, and improved customer experience have been notable contributors to the surge in the demand for CRM products and solutions across a wide range of industry verticals. If this is not all, the market growth over the forecast period is also likely to be driven by the availability of different service models like Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and SaaS and the advancements in the segment of cloud computing technology.


Reasons Behind Surge In Remote CRM Implementation

Governments across the world have enforced lockdowns or advised their citizens to work from home and rightly so. This would help prevent the spread of the COVID-19 pandemic. It also means that normal business operations are facing an impact as more employees are now asked to or prefer to work from home. In today's challenging times, it is not prudent to rely solely on the few employees physically visiting the workplace as far as CRM implementation is concerned. In other words, traditional CRM implementations have taken a hit.


However, organisations still have to count on CRM solutions such as Microsoft Dynamics 365 to capture precise and accurate customer information, redefine marketing strategies to create and maintain brand and product awareness, and much more. This is where Remote CRM Implementation Services are guiding organisations across the globe, irrespective of their geographical location or size of operations. Interestingly, the on-cloud CRM deployment across the world has significantly increased from about 12 percent to about 87 percent in 2020. Quite understandably, this growth can be attributed to the popularity of Remote CRM Implementation Services.


One of the biggest advantages of Remote CRM Implementation is that in-house CRM implementation generally costs more than just the face value. Truth be told, CRM Operational Expenditure (CRM OpEx) is much more than the cost per user, cost of the platform's subscription, and the cost of customisation and implementation. CRM Operational Expenditure also includes the cost of recruiting-training-onboarding resources, cost of data preparation, the cost of up-time maintenance with state-of-the-art features, and much more.


By choosing a remote CRM implementation partner like C.I.G. Consultants, your organisation can access the specialised services and expertise of CRM implementation experts working at a location different from your organisation. This means that your organisation can access the services of a ready-to-use resource with zero onboarding cost. Hiring the services of a remote CRM implementation partner also helps your organisation hire world-class talent for specific hours or projects.


How Can C.I.G. Consultants Support Your Business?

Our experienced CRM transformation team would be happy to assist and support you each step of the way, including:

  • Assessing the efficacy and maturity of your sales and marketing activities, CRM system, and automation aspects such as go-to-market strategy, sales processes, sales and marketing channels, sales and marketing models, data & analytics, tools and enablement, and performance management.

  • Guiding your organisation on how to transform your marketing, sales, and customer service models by aligning processes, data, analytics, strategy, people, and technology.

  • Assisting you on how your organisation can return to growth by embracing CRM implementation or by reinventing the CRM wheel of your organisation.

  • Helping you understand how a 360-degree view of your sales, marketing, and customer service operations can help you emerge as a crisis-resistant organisation in the long run.

At C.I.G. Consultants, we do understand that the COVID-19 pandemic has impacted our lives as organisations and as consumers. As the world is coming to terms with these unprecedented circumstances, organisations must reach out and engage with their existing and potential customers in innovative ways, through out-of-the-box approaches and digital channels.


Our Dynamics 365 CRM Consultants help you achieve these objectives by providing custom Microsoft Dynamics 365 consultancy services so your organisation can put the interests of its customers first. After all, this is the right time for your organisation to lead the pack!

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