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Mobile, wearables key trends in CRM for 2015

Mobile and wearable technologies will continue to change the way companies crunch data and serve customers in 2015.

This is part one of a podcast about CRM trends for 2015.

As companies look to the most transformative IT trends in 2015, the impact of mobile and wearable devices is an obvious choice. Portable devices now enable executives to view key data on their phones, enabling employees to view information and take action in just a couple of clicks as well as learn key information about a client just before they enter a meeting. These devices offer new opportunities to change business operations, close deals and take action much faster.

SearchCRM sat down with Brent Leary, partner at CRM Essentials, to discuss some of the most important CRM trends for 2015.

According to Leary, mobile devices, wearable technology and gelocation are three key trends poised to gather steam next year.

Mobility. On the mobility front, Leary said that consumerization of IT paved the way for mobile devices to change the way workers do business. While mobile devices have already infiltrated workplaces for personal use, he said, they have now taken on key business purposes.
"It keeps steamrolling and steamrolling," he said.

Wearables. Similarly, Leary said, companies are now finding novel ways to use technologies like wearables and the Internet of Things to do business. Leary noted that FinancialForce is now incorporating a wearable watch into its software offering that enables companies to learn that a particular employee has called in sick and to arrange for a replacement without a lot of disruption in workflow -- all from a wearable device. "I think you're going to see different use cases come up for different areas of business that are completely in the business realm where wearables are going to play an interesting and eventually significant role," he said.

Personalization/geolocation. Leary also noted that personalization trends and geolocation are changing what companies can learn about customers in real time. With geolocation, companies can gather data about customers and their product preferences, then tailor product information or offers to consumers in real time and on their devices.

But these trends are also prompting customers to think carefully about the kind of data they are willing to share with companies in order to get better service. According to Leary, customers want assurances that their personal information is in good hands. "You have to show [consumers] that you can safeguard information and use it to provide better value. It only takes one misstep, and you really don't get a second chance," Leary said.

Check out part two of this podcast here.

Next Steps

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Still early days for Internet of Things

This was last published in December 2014

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I think it will be more than a year before wearables begin to have much impact on the enterprise, especially as outlined above. 2015 may be a time for discussing possibilities, but not for implementation.
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two key pieces of information missing here: smart watch sensors and the sensor intelligence. Apple Watch's advanced wrist sensors are very sensitive capturing signals as well as outputting meaning signals interpreted by the Apple Watch intelligent apps. This new category of signal processing is the most fundamental yet most paramount in a ubiquitously big data driven world. The original purpose of creating computing machines is to process signals, digital signals, the Apple Watch has greatly pushed this sacred mission of the digital data processing ever closer to its ideals.

Data processing is nothing without sensors, and the intelligence to capture, store, process, manage, and exploit the universes of data. Apple Watch is the very first humankind endeavour to serious data processing with insights. Apple Watch makes all the existing forms and styles of data processing nothing more than feeble child play.
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If you are serious about signals of our universe and the insights derived from these signals, begin programming the Apple Watch today, our time cannot be spent more productively and wiser.
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Let me explain a little about sensors. Consider the virtual keyboard you are using on the smartphone, its capacitive screen is a bed of sensors that capture your touches and relay them to the intelligence that interpret them into symbols. The level of sophistication of these sensors depends on the abstraction of these sensors and implemented physically and digitally. The very primitive abstraction and implementation of these sensors exist in the forms of plastic buttons, switches, plastic keyboards, wired connectors and detectors.
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