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so i'll just quickly go through uh our today's agenda like what we're going to cover in this webinar uh i'll introduce uh with the leaders the the founders of crm tiger and creatives here and tiger is coming from india with uh customers in more than like 123 countries and grant is a prominent and you know the very early companies in this space in enterprise software space in peru so the count these companies are represented by mr rahul and mr oscar they will give their view on the future of crm they'll have their own presentations and what are the today's challenge was the future how artificial intelligence and machine learning and other things is is being implemented and what's the future uh what we can expect as a consumer as a as a solution provider and what we need to focus on for the cigarettes and uh we already have some questions given by a lot of our existing clients and uh associates so uh they'll be answered by mr rahul and mr oscar and anybody has got any questions related to the presentation or the views uh by our speakers uh they can they can send us a question so session at the end so thanks everyone uh for joining in and uh i know like uh we are from different countries and it is always a challenge to you know meet at a point uh from different time zones so once again i thanks everyone for taking the time for your schedule on a weekdays uh to join the webinar uh let me introduce mr rahul he is the founder and the ceo of crm tiger the prominent uh company worldwide in open source solution crm solution providing especially on you know say very very different and niche business segments also mr rahul has almost like 15 to 20 years in tech space at least 12 years i know him providing uh solutions to the businesses enterprises even the corporates especially in crm a very strong forte highly technical and uh we call him a kind of uh evangelist you know crm evangelist and um is grown from a very small team of like four five people to like hundred plus now and uh the recent last couple of years a very successful uh product uh which they are where they're updating uh very frequently and very actively that everyone here i guess they know about it that's a crm target mobile app so we started this app as a you know it's kind of a give back to the community and it's it's it has received mr rahul will say more about it so because i know we know each other since more than a decade each other and i i can speak a lot about him but it will be a better way to hear from him mr oscar is also very closely associated with uh siam tiger he's a founder of priyantes in peru and it's more than two decades of rich experience in i.t and software and he has been running his company successfully has helped lots of businesses to success or successfully use technology technology space and he's an expert marketer uh and on internet and software it is is he's been into like not just crm but erp and bi projects and he's he's a self starter uh very much goal oriented and his speciality is not just into iit but also in sales and marketing so he knows this subject and the importance of crm and how the companies and the people can take maximum benefit out of this enterprise softwares and he's also got a very great hold on uh open source space especially in crm so let me uh give it over to mr rahul to start with rahul over to you let me make you presenter so you can continue the presentation yeah or to you wrong okay uh thank you vishal for a nice introduction of me uh yeah so uh crm is something like uh my fourth as well as i spent like almost 15 years in this space and i see uh theorem is being used by a lot of industries and i see a lot of customer who are still not using the crm because the that is so-and-so reason or might be they are not getting their they are not receiving uh proper guidance or consulting to use the crm but let's discuss about the today's subject the today's subject is focused on like uh what will be the features of crm like you know uh before we just hear the word called crm but now everyone knows the word crm and crm is mainly used to manage the customer right so it means like you can organize uh the pool of your customer engaging them right and it will uh effectively help your company to run a business through the crm so here like a couple of things which i uh raised is like what company expect from crm one is like increase the effectiveness of its customer engagement initiatives second one is like improve the customer experience and services it means like you know uh every company wants their customers to be stay with them for more than a decade and this is one of the reason like you know a customer will get trick and fast response from your company either it's before they purchase a product or after selling the product to them it means like post sales support is very important now the day it's it's not like if you sell something to the customer and your task is being finished customer must require the 100 supports from you so crm is you know one of the tools which can be used to manage the customer engagement starting from generations of the leads till they're supporting the customer and last but not least is like continuous continue operational efficiency that is the uh you know need from the company for the crm now so how crm solutions help company just a second okay how crm solution has the company one is like aligned to sales marketing and customer service process with automated engagement with the customers second one is like analyze the data to discover opportunity to personalize customer experience it means like you know a company has a lot of data there if companies five years old 10 years old 20 years old they have a lot of data of the customer on different stages of their business process life cycle so based on analyzing of this data to find out like which customer is the best i mean the how they can generate the business from the repeat customer how they can angle with the customer uh so that all depends on the data which they have and that data can be used inside the crm to uh personalize the customer experience third one is like improve scope of this digital uh it means like you know as in today's era technology is the key to grow your business it's not something like you can't run your business without technology but technology is the key tools to run a business nowaday either you are running your business to uh various uh channels like you are running a business from whatsapp you are running a business from facebook we are running a business from instagram or any chat applications uh the all the operation all the connections of your business to this digital tools is very important now uh the next is like how crm benefit to the company um as you know like crm software can boost sales by 29 percent this is one of the research that's been done by uh some research agency so i just uh summarized those things into the slide where crm software can boost the cells by 29 percent productivity by 34 and forecast accuracy by 42 percent it means like crm become important tools if you manage the crm effectively and effectively and it means like all the department of the company has to be engaged with the system to make sure we can get the maximum utilization of the crm system which will be benefit to the company 41 increase on revenue that is the very good number uh third one is like crm can boost conversation rate by 300 percent it means like if you have a lead or if you have a leads and you want to convert that lead to the customer if you engage that lead through the cnn then there may be a chances of the conversation of that leads by 300 percent because there is a various pages of this crm where you can see the 360 degree view of the customer well what is going on with the customer uh if you have a meeting with the customers here and can alert you if you have uh if you want to see the path history what has been done with the customer you can see it from that crm view so you you can take appropriate decision at right time and definitely the mobile crm is the key nowadays like 50 percent of team improve their productivity by using their mobile crm now let's talk about the difference between today's crm and the cnn to be i mean the expectation of the crm for the future so today's crm like uh you know it's uh it's the same flow if you are going with the any kinds of crm2 like the cell phones microsoft dynamic jojo or whatever the top notes they are in the market they have 70 to 80 percent of the similar pro 20 percent of the some futures like you know social integration or something right so i'm just i just summarize the future the flow of the crm where uh it's been used by every industry so like you know lead management opportunity management self postcasting marketing automation to send the automated email assignments or you know what's applying or any chance analytics is very important to see like uh your day-to-day activities reports on your dashboard or something mobile crm yes today most of the crm have the mobile crm then you also have the like campaign management to planning the campaign on predefined time to engage with the customer so those are the all the traditional way of uh and the traditional way of using the term these are all the list of the features which has been offered by the theorem now let's yeah now let's talk about the engagement of the crm so uh these are all the uh the numbers which is uh which is uh tell us like how many users uh been using the crm in terms of the gender or in terms of the age so 28 of millennials i mean those users who are who born after 1980 are using the crm 18 percent generation and 90 percent baby boomer uh sell the point of view so it means like when generation has been changed they'll keep increasing the use of the crm now um i just list down uh top theorem features which might be entrenched by 2025 so like uh that has couple i mean the seven features which i just highlighted which can be used uh by the company uh by 2025 one and you already know that artificial intelligence would be the future because everyone wants automation in that system it doesn't mean it's only for software if they have any electronics business if they have any manufacturing business everywhere ai is involved now because people don't want the human to do the repeat task they want muscle to do the depicta so ai is very important tools to be used with the crm and i i just envisioned like by 2025 30 to 40 percent of the crm we're going to use the ai powered features like analytics notifications uh chatbot everything to be powered by ai engine so it's not required human to manage the crm system second one is the social integration it means like you know if you are if you are running a company you already know that you have a multiple social media account like either you are using the linkedin twitter facebook instagram line or a lot of other social integrated social media to connect your customer but you do sometime you don't have the proper management to integrate all conversation after the one place inside the crm it means like it should be like single channel communications to communicate with your customer so it means like from crm you can see all the communication either from facebook twitter linkedin or any other place into the one place another feature is like you already know that voice assistance is important like cd and iphone and hey google in the google where you can ask anything to uh google or siri will quickly prompt up the results on your mobile network similar thing has to be happen in the crm by 2025 another one is like customer experience so crm has to be crm has to be a customer say it means like their engagement with the customer will be more important uh than just the features of the crm uh another one is like this is a very important things which i see is like no at all the crm either you go with the file force microsoft dynamics or any other crm has a generic view of the crm but some company ha some companies running their business on their business process so the taylormade crm for the specific vertical is very important for the company to run that business it means like by 2025 still people going to use the taylormade crm instead of using their top note crm to solve their purpose and last but not least uh ar and vr integration or implementation with the crm would drastically increase the market share to have the crm with the ar vr that is the very important stuff because people wants to uh become a more virtual than the real so ar and vr would be a part of this uh trends by 25 so this is like 710 which i just i can say like you know those will be the trend by 2025. so yeah vishal this is something i just mentioned in my webinar you can just pass this to the oscar uh thanks for all for the fantastic insights uh yeah a couple of points i do agree that it's going to get advanced so all the people who are into service providing i think they need to uh upgrade update um and uh be prepared for the future as i said uh yes it's great and let's have uh oscar to uh continue with this presentation and it's gonna be great because again he's coming from the americas so we also want to uh see because he's in a different market uh it'll be great to see his views and of course take advantage of his knowledge uh over to you oscar thank you good morning everybody my country is 8 23 um good afternoon for those who are in other in other parts of the world i'm going to present let me share my screen uh okay we are i'm going to talk about the crm market growth uh in this slide you can see a the growth that crn solutions are are going to to get until 2027. crm is one of the fastest uh growing a market in in software in supermarket and it is expected to grow from 46 uh billion dollars in 2020 to 94 billion dollars by 20 20 27 that means uh a market growth or of 11.3 percent compounded annual growth rate during this forecast period what other other researchers like a fortune business insight for example rebels reveals that crn market is projected to grow to 128 billions in 2028 and that's a huge growth from now to to a 10 years ahead and this forecast has two components software and services so far software company has dominated the overall market the overall crn market share and it is expected to continue the strength during his forecast period however the service company the service company including implementation training consulting services managed services is expected uh to witness a highest growth this this trend is [Music] is uh is triggered by the kobit 19 impact by digital transformation by competition by the need of the companies to er to get a customer to wear customer loyalty well um [Music] in this in this slide you can see that there is a crank stack of of different applications you can see for example that you have a customer service application blue cream analytics application in green cell for automation in light blue uh customer experience management in in in kind of round marketing automation in in grey and other applications in light blue also in the next slide could you please go to next slide for cool in next slide you can see that a a better view of the application of growth in this slide you can see that for example um customer experience management applications has a a great rate of growth is it is the application that has the the the largest growth in in in the assortment market the second application that has a great growth is crm analytics you know this is in line with the needs of the markets and okay let us go to the next slide please okay and this is uh cranes are implemented are deployed in three different ways in three different models on uh cloud and in a hybrid mode in [Music] every in fact in the deployment uh in cloud model it is the biggest the biggest trend it is uh surpassing any any growth rate we can think there are huge investments on cloud on cloud crm implemented on cloud and but also there is a a huge huge investment also on on-premise cr brands most people think that the only way to implement a crm is on cloud but a on-premise has also an important share a market share in credit in crm market and and that is because a on-premise is demanded by companies that has certain certain conditions personalized crms or [Music] they take they take care of the privacy of the data and so so this is this is you can see here in um that from that that there is a a growth from cloud in the models almost by 220 percent from 2019 to 2027 and on premise is also growing by that on premise arrangement are also going in a similar rate good could you please go to the next slide regarding the sharing market by organization size uh you can see that there are large companies and small medium business future trends of crn adoption indicate that there is a increased deployment amongst a small medium business in particular large companies has a long story of using crms they are they are have most of them have very mature crm implementations in [Music] the the growth of the of the usage of the crn crn in large companies is strived by large quantities of licensed fees or certifications per company a large company also demands sophisticated and high-priced technologies like advanced ai and customer intelligence solutions also they demand premium crane consulting services while there are a huge number of a small medium business that will demand lots of licenses of mainstream crm solutions mainly this is another another way of of presenting the same information and in this slide it shows betters the growth of for the smp market the growth rate of the usage of crn in smb market is like is around 13.8 a compound annual growth rate in why why do small million business companies uh are growing has this this uh this rate this growth rate uh this is because they they need to identify prioritize and minimize business challenges there are other factors also like increasing business productivity innovation marketing strategies customer retention they are also likely to drive rows of the segment this this this this factors makes the small medium business company can grow fastly we have another view of the customer of the sharing market by market industry that's the next slide uh rahul please this is the next slide please see a rain market by industry right in this case there are uh some industries that that uses crm most than others the main industries using crn are banking financial services and insurance retail physical both physical retails and electronic covers health care i.t and telecommunications manufacturing government and education are starting to use crns and others in others we have for example transportations and logistics energy and utilities uh and so on the banking and financial services and insurance is certainly is a is likely to experience experiential exponential growth in the market um and they they are this they are drive by a digital transformation by innovation by disrupting the market through fintechs um so they are the this segment is witnessing a rapid shift towards the utilization and thus they require customer specific software the services provider like the it and telecommunications segment is also adopting crm software to manage their large the huge client base base we have a a compounded annual growth rate of 13 from 2021 to 2028 in this segment in the ita telecommunications industry retail retailer and consumer goods also electronic commerce expect to gain significant growth during this period healthcare industry also has a 9.1 a compound annual corporates through this period over this period over this forecast period they this this is a this industry uh works with uh structured data structure data and structure data and they have a there is a trend that a in technology that that is integrating medical devices uh to to enterprise software to create software so these friends drive the growth of of this segment the growth of the craving such in this segment uh well could you please go to the next slide well um there is another interesting topic here that is a future of the crn demand we have seen statistics of of market growth but in what applications will come to this will will be by this group here you can see the famous garment hubs garner hype cycle for crm sales technology i have uh highlighted the um the the applications the specific applications or functions of sales technology that are mature that are being used right now and that is the the the white dots that are in the red square in the on the right of the of the cycle you can see that there are for example some applications that are maturing right now like mdn meaning master database management of consumer data there are there a couple of years ago there was a lot of hype for these solutions but they were not mature now they are mature and they are going to enter the mainstream phase but there are other applications that are on the that are still on high for example uh voice driven sales applications no uh many people are asking for this for this many companies are asking for these applications but they are not mature yet okay um well also in the v2v uh internet vs space there are a methodologies regarding strategic account management uh or account based marketing that there is no mature technology for for managing those needs companies still manage these these processes by hand or in excel because there is no mature applications but in based on gardner garnet expectations uh this this applications will be available in two to five years next slide please same height cycle but for digital marketing same idea there are applications that like mobile marketing analytics that are mature social analytics that are that are mature but no but for for example customer that of platforms are still in process of of of of maturing and i have the opportunity to review several customer data platforms applications and they have uh different features they don't have a similar features so based on on on gardner's forecast they will be maturing two to five years and next slide please pipe hype cycle for customer service and support technologies uh this is the the third grade process managed by crns we have here for example very mature solutions uh like workforce uh working on on in-house on home you know remote technology that are that is mature but uh for yeah right so in this case you you see that um there is uh um there are some solutions that that are mature but there are others that needs to be that still needs to be developed develop that like a conversational user interface today we we talk about chatbots but chat was right now what we reach in the near future ai technologies will help chatbot to be more intelligent so they can have a better conversational so we can have better conversational apps in the future that's based on on garner predictions that would be in in some five five years five to ten years well that's my my presentation i would like to to your performance or your questions uh thanks oscar that's real hard to get some return insights this uh thanks everyone even if you have any questions later on you can get in touch with rahul or oscar or you know sharon tiger or even any of us and we will be happy to assist you