The biggest CRM news in the first half of 2021

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Our editors have curated a list of the biggest CRM news for the first half of 2021, as highlighted in Solutions Review.

The interactions between a business and its target audience lead to successful marketing and sales strategies. Developing successful relationships and ensuring a positive customer experience is easier said than done, which is why many companies are turning to CRM solutions. Customer relationship management solutions can increase productivity and streamline processes between departments such as marketing, sales, service, etc. CRM can automate tasks, analyze large amounts of data, and perform tasks more efficiently than a person could.

Part of Solutions Review’s ongoing CRM market analysis includes coverage of the industry’s biggest news that impact businesses that rely on CRM technology. This is a curated list of the biggest CRM news for the first half of 2021. To learn more about the space, including the latest product releases, funding cycles, mergers and acquisitions, follow our section popular news.

The biggest CRM news in the first half of 2021


Pipeliner introduces new analysis features in its CRM software (April)

CRM pipeline announced the launch a new reporting and analysis solution for its CRM platform. The new features will provide insight into past, current and future performance trends and allow users to interpret the data using descriptive, diagnostic, predictive and prescriptive analyzes. Other features offered as part of the new analysis offer include performance indicators, quota forecasts, visual aids, etc.

Nikolaus Kimla, CEO of Pipeliner CRM, said: “The constant changes in today’s business world have increased the demands for immediate data delivery. Pipeliner CRM’s automation features and functions allow business teams to organize and interpret data so that leadership decisions can be made quickly and accurately. Deep analyzes with actionable insights can lead to more effective and efficient strategies for taking advantage of opportunities and quickly understanding metrics and performance.


Zoho launches Qntrl to maximize visibility and reduce manual labor through automation (April)

Zoho Corporation announced the launch of Qntrl (pronounced as “control”) as a new business division. Qntrl will act as a separate brand within Zoho and focus on delivering automated workflow solutions that empower decision makers to improve clarity and control over their business processes. Qntrl was previously in beta but launched into general availability starting April 13.

Mani Vembu, COO at Zoho Corporation, commented: “As the workflow management market grows in size and sophistication, the frustrations of efficient and transparent management become a hindrance. increasingly important to organizations at all levels. These challenges require robust solutions that minimize the negative impact on businesses. With the full support of Zoho Corporation, Qntrl will tackle this problem head-on, helping its customers to accelerate their businesses through support for first-class orchestration software.


Salesforce Unveils Redesigned Service Cloud Features and Innovations (April)

Selling power announced newly redesigned features and innovations for its Service Cloud solution. This “next generation” of Salesforce Service Cloud is designed to adapt to changing customer service expectations and provide organizations with the technology they need to meet the needs of employees and customers from a unique digital engagement platform. Salesforce announced these new Salesforce Service Cloud features alongside its Success all over the world Tower.

Clara Shih, CEO of Service Cloud at Salesforce, said, “We are on the cusp of a big reopening of the company, and companies know they need to act quickly to seize the opportunity. While customers and businesses alike are eager to return to in-person experiences, the digital behaviors we’ve learned and become accustomed to during the pandemic are here to stay. “


HubSpot launches Operations Hub, a new addition to its CRM platform (April)

Hub Spot announced the launch of Operations Hub, a new addition to its CRM platform and suite of tools. Operations Hub will help businesses unify their data, automate processes, and align team members around the primary goal of delivering memorable customer experiences. Operations Hub is available now and is available in free, starter, and pro versions.

Alison Elworthy, Executive Vice President of Revenue Operations at HubSpot, said, “Operations teams are the unsung heroes of our industry. They are responsible for managing the systems, processes and data that keep a sizing business running on a day-to-day basis. As such, they are the orchestrators of the customer experience. Yet most companies still treat operations as a reactive function whose sole purpose is to fight fires. With the launch of Operations Hub, we’re not only bringing operational tools to the heart of our CRM platform, but we’re bringing operational teams to the forefront of the customer experience – where they belong. After all, to deliver a unified customer experience at scale, businesses need to perform better. And to function better, they need a unified revenue operations team working together in a connected CRM platform.


IBM acquires Waeg to expand its Salesforce service portfolio (May)

IBM announced its intention to acquire Waeg, a Salesforce consulting partner in Europe. The acquisition will help IBM continue to expand its Salesforce consulting services portfolio, help the company meet continued customer demand for business transformation and customer engagement strategies, and continue its hybrid cloud and AI strategies underway. The transaction is expected to close later this quarter.

Marc foster, Senior Vice President of IBM Services and Global Business Services, added the following statement to accompany the news: “Salesforce continues to play a critical role in the digital transformations of businesses as they adapt to the conditions created by the pandemic. Trust is the new motto of customer and professional engagement, and each point of contact is an opportunity to personalize the relationship. Waeg’s strength in Salesforce consulting services will be key to creating intelligent workflows that will allow our clients to keep pace with the changing needs and expectations of clients and employees.


Unanet announces the launch of a new CRM solution GovCon (June)

Unanet announced the launch of CRM for GovCon, a new CRM solution designed for government contractors. The new solution can be combined with Unanet’s project-based ERP to provide GovCons with an integrated solution for managing opportunities, clients and projects. CRM for GovCon is available now and Unanet will be offering webinars, tutorials and more details on this at an upcoming user conference.

Craig Halliday, CEO of Unanet, added the following statement: “Now GovCons can move out of siled systems and have overall project and client management functionality. When they can have a complete view of the entire lifecycle of their customers, they are able to make smarter business decisions, operate more efficiently, and achieve better results overall. Unanet is constantly innovating, so GovCons have better solutions than the integrated technologies offered by de facto industry leaders.


Guillaume Jepma
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