CRM solutions will be forced to become more intuitive as users demand an interface that includes best-practice usability comparable to current market-leading consumer Web sites, thus eliminating the need for lengthy and repetitive training to learn how to use them.CRM users must be able to perform simple tasks like creation of a contact, updating a sales opportunity, or completing a call report easily and quickly within their system without the need for extensive training.


Users will determine the true value of the CRM solution based on their individual productivity gains and the insight it brings to their job each day.Sample personal-value measures for a sales organization could include year-over-year sales improvement, average value increase per customer, and new customer revenue as a percentage of total revenue. Each of these metrics showcase the impact on individuals and their performance.


In the digital age of things, relationships between machines and people are becoming increasingly complex.The best CRM solutions will become integrated into the daily work life of a user, almost taking on more of a coworker role rather than just added technology, allowing the user to access and input information anytime, and anyplace. In this mobile, hyperconnected world, the user expects to have quick and seamless access to CRM data and analytics whether from their smartphone, tablet, or desktop. The top CRM systems will deliver micro-moments of productivity and insight at the user’s point of access, enabling users to move at an extraordinary velocity.