The Customer Relationship Management (CRM) software industry is rapidly growing and is expected to reach USD 114.4 billion by 2027 as per a report by Grand View Research.
The extreme expansion of the CRM software industry has generated a huge demand for a skilled workforce resulting in many job opportunities. The hiring rate for the CRM industry will never slow down making it the perfect career choice at the moment.
The reason behind the rapid growth is the rising demand for automated engagement with customers, improving the scope of digital operations, and improving customer experience and services.
The unprecedented outbreak of COVID-19 has further accelerated the adoption and implementation of CRM solutions. With work-from-home being the new normal, businesses want to leverage most CRM functions to serve buyers, drive sales engagement, and increase employee productivity.
With rapid growth, continuous hiring and its low-code or no-code feature, the industry allows both IT and non-IT graduates to build a successful career in the field. And if you wish to explore a career in the CRM industry, knowing the fundamentals is as important as building the right skill set.
How CRM is evolving with technology
Customer Relationship Management (CRM) is nothing but the strategies, techniques, tools and technologies which are leveraged by businesses to manage existing and potential customers to improve business relationships.
Today, CRM mostly refers to CRM software which has become advanced and more automated. The software gathers customer data from various channels to ensure smooth interaction with customers and increase overall profits. It stores detailed customer data such as their purchase history, personal information, and purchasing behaviour patterns. The gathered data acts as a repository to help businesses streamline their process, policy and people in one place.
The automation of CRM helps businesses automate repetitive, manual tasks to allow them to focus on more meaningful work. The rapid disruption of AI has played a key role in helping businesses automate their CRM to achieve their goals.
Top CRM software service providers in 2021
Many vendors are offering specially built CRM software to cater to the niche requirements of different industries such as real estate, healthcare, insurance, financial services, media agencies, hospitality among others.
Here are a few true leaders in providing effective CRM software solutions,
- Salesforce
- Microsoft Dynamics 365
- Oracle
- SAP
- monday.com
- Freshworks
- Keap
- Zoho CRM
- Oracle NetSuite CRM
- Hubspot CRM
- Pipedrive CRM
- Quickbase
- Insightly
A career in CRM industry: In-demand job roles and must-have skills
Whether you are a fresh graduate or an experienced professional, you can explore a career opportunity in this sector.
Here are a few of the in-demand job roles that organizations are hiring for,
- CRM Marketing Manager
- CRM Analysts
- CRM Administrator
- CRM Developer
- CRM Solutions Architect
- CRM Consultant
Career opportunities in CRM: An example from Salesforce
As one of the true leaders in CRM, Salesforce benefits both businesses as well as professionals. As per a report by IDC, 1.2 million direct and indirect new jobs will be created in the Salesforce ecosystem by 2024 in India.
Salesforce is a Software as a Service (SaaS) – based Customer Relationship Management (CRM) solution that provides robust solutions. It is also a platform for users and developers to develop and distribute custom software. Salesforce dominates the market with over 20% of the CRM software market share.
It has a customer base of over 1,50,000 companies of large, medium and small scale. Renowned companies such as Facebook, Google, HCL, Twitter and others use Salesforce services. These companies hire Salesforce professionals with the right skills which provide you with an opportunity to work with big brands if you learn Salesforce.
There is a huge opportunity to start a brand-new career in one of the most exciting industries out there. There is a huge variety of job roles available across many industries for you to choose from.
So, here are the top three reasons why you should invest your time in learning Salesforce
- Salesforce is being leveraged by a wide range of industries
- Salesforce is ideal for both IT and non-IT graduates to build a career
- Salesforce jobs offer you a lucrative salary
Must have skills to launch a career in the CRM industry
Whether you choose Salesforce or any other job in the CRM industry, building the right skill set for the right job is crucial. Most of the job roles require knowledge of CRM software skills such as basic digital and non-digital skills. Most of the positions will require you to have a good knowledge of productivity software along with sales, customer service, and communication skills.
Here are a few crucial skills that you need to launch a career in the CRM industry,
- Analytics
- Productivity software
- Communication
- Salesforce
- Business Process
- Project Management
- Customer Service
- Cloud
- Quality Assurance
- Workflow rules
- Leadership
The career choice is abundant for both IT and non-IT professionals looking to build a career in the CRM industry. Candidates with additional skills will stand out and have better opportunities in the future.
Since CRM services are on a rise, the CRM industry will continue to grow and major players like Salesforce will continue to hire professionals with the right skill set. CRM certification from the leading players would be the best way to acquire these additional skills. So, building the expertise and right skill set is crucial for those who want to explore a career in the industry.
Also read: How EdTech is disrupting professional education in India
Today, many well-known EdTech companies are offering Salesforce certification courses. These courses are specially designed for professionals and fresh graduates to help them build the right skills. You can choose the right certification course for you and get started.
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