Sabio Group's New E-Book Redefines the Role of CRM in Customer Experience Transformation
Sabio Group, the digital experience transformation services specialist, has launched a new e-book which takes a deep dive into the role that Customer Relationship Management (CRM) systems play in shaping and orchestrating modern customer journeys.
The eBook – entitled "Harnessing the Power of Salesforce” - is a comprehensive guide that focuses on the importance of organisations having a centralised data strategy to complement any Salesforce implementation.
Sabio's latest offering addresses this challenge head-on, exploring how the convergence of traditional contact centre systems, CRM, automation, and Artificial Intelligence (AI) is revolutionising the way businesses approach customer data.
Eduardo Rotenberg, CRM Specialist within Sabio's Salesforce Practice, said: “In today's highly competitive business landscape, organisations often claim to have a comprehensive understanding of their end-to-end customer service offering.
“However, achieving this level of insight is challenging without a truly centralised data strategy that gathers information and insights from across the entire business.
“CRM is no longer just a tool for routine marketing activities and sales administration. It has evolved into a powerful technology that assembles and presents a single, shared view of real-time customer data, making it a critical component of successful customer experience transformation.”
The e-book highlights the fact that while an estimated nine out of ten companies with ten or more employees already have some form of CRM in place, many of these deployments are not being utilised to their full potential.
By repositioning CRM at the heart of CX transformation, organisations can harness the technology's ability to draw valuable data and customer insights from across the business, unlocking new opportunities for growth and customer satisfaction.
In this latest thought leading release from Sabio, the eBook explores the impact of AI capabilities, particularly Generative AI, on the future of CRM. As brands increasingly focus on transforming CX, the combination of CRM and AI is set to become an even more powerful tool for driving innovation and delivering personalised, seamless customer journeys.
“Our new e-book is a must-read for any organisation looking to stay ahead of the curve in today's rapidly evolving CX landscape,” says Eduardo. “By placing CRM at the heart of the customer experience and leveraging the power of data and AI, businesses can unlock new levels of customer engagement, loyalty, and growth.”
