10 top trends in CRM/xRM and enterprise software
Albert Einstein had it, Marie Curie had it, Picasso and Steve Jobs definitely had it: The courage to shape the world fundamentally, against all obstacles. The rapid advance of digitization is opening up previously inconceivable degrees of freedom and new opportunities. We’ll present you with 10 key CRM/xRM trends which also influence CAS Software AG investments in a shared future.
1. The Fan Principle optimized for Customer Centricity
Customer Centricity as a corporate philosophy is one of the leading trends in customer relationship management because it can be experienced directly by customers and employees alike – such as in the form of rapid response times, expert, well-informed staff, and markedly more efficient work processes. This is what turns people into fans – that is to say, customers who are happily and emotionally bonded with you. Integrating the Fan Principle enables customer-centric companies to measure the status of their customer relationships and plot them in a transparent way. As a trendsetter in Customer Centricity, working in cooperation with the consulting und market research company forum!, we will be presenting the first CRM with integrated Fan Principle at CeBIT.
2. Fascinatingly simple – anytime, anywhere
It is a fact that more than two thirds of all online access already stems from mobile devices rather than stationary desktop PCs. This is why the user experience has to be marked by continuity of appearance and function, as well as remaining fascinatingly simple across devices, whether they be smartphones or desktop PCs. Users have to have access to important information at any time and from anywhere.
With CAS SmartDesign® Technology, we offer a unified control concept which is globally unique. And it can be used easily both on- and offline.
3. Artificial Intelligence Wizard: Don’t search, find!
For years Artificial Intelligence was scorned as an idea. But since it became clear that the only way to beat a computer at chess is with a hammer, everyone has realized that we really should be making use of such intelligent assistants. First of all they can help us make a wide range of decisions; then they can do all the preparatory work; and ultimately they will make their own decisions autonomously – hopefully on our instruction. Based on the motto "Don't search, find", the internal search engine CAS SmartSearch 4.0 is the precursor to the CAS SmartAIA Artificial Intelligence Assistants. Thanks to their artificial intelligence, they are able to learn independently, taking over a range of routine tasks. The CAS CardScanner app embodies this trend, and is available to download free from iTunes and Google Play.
4. The perfect solution for any task – the future of the business app store
Monolithic software is dying out. The next generation of software will provide personalized apps for any task, process, workflow, sector, and role. You will simply purchase your software from a business app store, or even earn money with your own apps. At CeBIT we invite you to take a first look at the new SmartWe.World app store. In future you will be able to download SmartDesign® Technology apps from it in a matter of seconds.
5. My app in 60 minutes
How would it be if you could design your own app in just a few minutes, which you could then run simultaneously on any device, use to support your workflows, and share with other users? This will be a standard offering before long. And if you don't want to do the programming yourself, you can have an app development partner do it for you.
At CeBIT, for the first time, we will give you a glimpse of the revolutionary SmartApp development environment – initially available for SmartWe, and later also for CAS genesisWorld SmartDesign.
6. Data protection first: hosted in Europe
Data protection is perhaps an unpopular issue, but it is certainly a trendsetting issue. The EU Data Protection Directive, which will be implemented in national law in 2018, will provide Europe with the highest standards of data protection in the world, as well as securing the portability of data. CAS Software is among the pioneering protagonists of a European data protection system. The company was a co-initiator of the "Software Made in Germany" and "Software Hosted in Germany" quality marks.
7. CRM/xRM becoming a platform for enterprise software
Since CRM/xRM solutions are run by many companies on all their workstations, often allowing access to data from invoicing and ERP programs, they provide an integration platform as well as a unified user interface. CAS Software is one of very few companies worldwide to have developed a state-of-the-art platform for enterprise apps in the form of SmartWe. The platform enables existing software to be easily integrated, so it does not have to be replaced.
8. Freedom of choice in hosting
Cloud solutions offer lots of options especially for small businesses and for software testing. But many SMEs prefer to have the freedom to host software on their own servers or at a data center of their choice. State-of-the-art platform software gives them that choice, including the freedom to relocate at any time. Independence and freedom remain key concerns, which is why we offer our customers the choice of hosting all CAS solutions themselves.
9. Flexible pay-per-use enables immediate ROI
With flexible pay-per-use there is no capital investment and no tie-in to a contract term, meaning the software is only used and paid for as long as it is financially viable.
10. Digital sovereignty: Software providers are part of the ecosystem
Have you ever asked yourself what would happen if your software provider was bought out by a competitor, and the software was discontinued? Or if a financial investor put up its prices far beyond the tolerance limit? We believe platforms should also belong to the partners and customers involved. Gains from economies of scale should result in price cuts for all customers. For CAS Software, the digital sovereignty of Europe and its businesses is a key concern. That is why we have established SmartWe World AG – the world's first WeCompany. Its only shareholders are – and will be – the creators, partners and customers of the ecosystem.
by Martin Hubschneider, CEO