Easy, fast, and unified. We’ve talked to a lot of customers about what they need from their tools to grow, and it always comes back to these three words. So why does go-to-market feel so hard, slow, and disconnected? Two words: legacy CRM.
The concept of customer relationship management (CRM) has existed for decades, and there are more tools than ever for understanding and engaging with customers. The problem is, legacy CRMs have never fully delivered on the promise of being the source of truth about your customer. They are too hard to use and adopt and, even in the best case scenario, they struggle to capture engagement data about your customer.
We now have many great tools to help fill in the gaps, but they’re disconnected, often creating more work and a worse experience for your team. AI has the promise to change the way we work and engage with customers, but runs the risk of becoming a disconnected burden.
The only way to grow is with a unified customer platform, with AI that has access to your customer data and powers your engagement tools. Everything is easy to use with fast time to value, so you can truly grow. But I want to talk about one of those attributes in particular: easy.
Today, the average company switches between 15 separate apps just to manage their customer interactions. Let’s contrast this with the fact that 82% of customers expect immediate problem resolution from brands, while 78% want personalized interactions. When it’s hard to even manage the tools you’re using to interact with customers, it’s even harder to meet their expectations.
This is where AI comes in. It’s not just the topic du jour, we’re already seeing real value from customers when their AI is easy to use. Early adopters of our AI features are not just accelerating their productivity, but their growth.
Read the full article:
https://blog.hubspot.com/marketing/go-to-market-teams-ai
By: apitre@hubspot.com (Andy Pitre)
Publication Date: 2024-10-03