How the customer relationship management (CRM) landscape will look in 2018.

1. CRM Predicts 2018
Created: July 2015
Gathered by: Prayukth K V
Graphics: Prabahar Chitraikani

2. Source: Gartner, 2015
During the next three years, 60% of digital
commerce analytics investments will be
spent on customer journey analytics.
Page 2

3. By 2017, 15% of sales organizations
will use crowdsourced benchmarks to
design their sales incentive compensation
management (ICM) plans.
Page 3
Source: Gartner, 2015

4. By 2018, 4% — and by 2020, 10% — of
$1 billion-plus organizations will run all
their CRM applications on SaaS.
Page 4
Source: Gartner, 2015

5. By 2018, large organizations in mature
markets will shorten the CRM replacement
cycle by two years by moving to SaaS.
Page 5
Source: Gartner, 2015

6. By 2018, over 100 of the 500 largest global
businesses will introduce video-based
chat for customer-facing interactions.
Page 6
Source: Gartner, 2015

7. By 2018, 75% of social-only customer
service agents will be blended into the
customer service agent pool.
Page 7
Source: Gartner, 2015

8. By 2018, more than 50% of commerce
sites will integrate technologies from
more than 15 vendors to deliver a digital
customer experience.
Page 8
Source: Gartner, 2015

9. By 2018, more than 25% of B2B
sellers will offer data-driven,
usage-based subscription models.
Page 9
Source: Gartner, 2015

10. By 2018, CIOs who build strong
relationships with chief marketing officers
(CMOs) will drive a 25% improvement in
return on marketing technology
investment.
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Source: Gartner, 2015

11. By 2018, B2B sellers that incorporate
personalization into digital commerce
will realize revenue increases up to 15%.
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Source: Gartner, 2015

12. Through 2018, VoC initiatives that don’t
share data across the enterprise will
compromise customer satisfaction and
loyalty measures by 30%.
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Source: Gartner, 2015

13. By 2017, 50% of B2B selling organizations
will invest in predictive analytics solutions
for prospect qualification, opportunity
automation, forecasting automation and
renewal management.
Page 9
Source: Gartner, 2015

14. By 2017, one-third of all customer
service interactions will still require
the support of a human intermediary
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Source: Gartner, 2015

15. By 2017, one-third of all customer
service interactions will still require
the support of a human intermediary
Page 9
Source: Gartner, 2015

16. By 2018, 50% of agent
interactions will be influenced
by real-time analytics.
Page 9
Source: Gartner, 2015

17. By 2017, 65% of sales organizations
will use smartphones to drive
user adoption and improve data
quality for sales force automation
(SFA) systems.
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Source: Gartner, 2015

18. By 2017, privacy will be the most
valued feature in the adoption and
use of consumer apps.
Page 9
Source: Gartner, 2015

19. By 2018, over 100 of the 500
largest global businesses will
introduce video-based chat
for customer-facing interactions
Page 9
Source: Gartner, 2015

20. By 2018, over 100 of the 500
largest global businesses will
introduce video-based chat
for customer-facing interactions
Page 9
Source: Gartner, 2015

21. By 2018, 5% of customer
service cases will be initiated
by Internet-connected devices,
up from 0.02% in 2014
Page 9
Source: Gartner, 2015

22. Prayukth is a marketing guy who comes up with
cool ideas for helping startups takeoff at warp
speed. Making startups understand the potential of
IoT is a cause he identifies with. He is a social
media power influencer on twitter, linkedin,
slideshare and google plus.
Prabahar creates visuals that carry messages and
engage audiences before a click. His work has so
far powered over 300 global campaigns and
brands.
He can be found here

23. Thank You !!!
Gathered by: Prayukth K V
Graphics: Prabahar Chitraikani