On CRM: Why Are So Many CRM Users Dissatisfied With Artificial Intelligence?

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We’ve been hearing a lot about artificial intelligence – AI – particularly when it comes to customer relationship management. Just do a quick Google search of AI and CRM and you’ll see countless companies in the space announcing new tools, features and services leveraging AI to – as so many claim – increase productivity, grow sales and improve customer retention. 

It all sounds great, but unfortunately no one seems to be taking notice.

That’s according to a new survey from small business CRM provider Freshworks. The report – which compiled responses from more than 500 CRM users – found that only 12 percent of them actually use a specific AI-based tool, and only 11 percent say AI in their CRM allows them to focus on high-value customers. Sadly, almost three in four CRM users (73 percent) say that AI has yet to deliver on its transformative promise for business operations, only one in three CRM users (36 percent) can say AI is a strong value for the money and nearly all CRM users think AI is either too expensive (97 percent) or isn’t extremely useful (89 percent).

“AI offers an opportunity to transform customer support, engagement and, ultimately, success,” said veteran tech/equities analyst Fred McClimans of Futurum Research. “But, as confirmed by the recent Freshworks study, despite aggressive hype by many CRM providers, we’re not seeing the widespread user awareness, adoption or satisfaction we’d expect.”

Yikes. That’s not good is it?

Keep reading this article on Forbes Small Business.

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