The customers for whom we are implementing CRM are companies that take digitalization consciously. It is CRM that becomes for them an intellectual tool that makes things obvious that they have not seen before, helps transform people's thinking and approach to sales and marketing, and approach business more predictively.
Assessment of CRM market trends from Svetlana Ermakova, head of the CRM department of the Softline Business Solutions Department, is based on work with Softline customers in this area. It is interesting that now, during the coronavirus crisis, all these trends have only intensified.