CRM is here to stay and will evolve. The desire to improve customer satisfaction and retention of customers will constantly drive the need to improve CRM systems. The economy is now driven by customers and not by sellers as in the past. There are different type of customers, different types ofbusiness models and selling strategies. Technology will add more functional tools in CRM applications as there is more demand for knowledge management systems, sales coaching systems and service intelligence systems. Information today is in the form of maps, charts and graphs generated by report writers and visual profiling programmes. These will give way to voice activated and speech feedback tools and other elaborate visual aids using 3-D and CAD style graphics.
Source: Poornima M. Charantimath (2017), Total Quality Management, Pearson; 3rd edition.
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