February 10, 2021

Forbes: On CRM: Zendesk Exposes The Weakness In Most CRM Applications

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https://www.forbes.com/sites/quickerbettertech/2021/02/05/on-crm-zendesk-exposes-the-weakness-in-most-crm-applications/?sh=435d0f146093

On CRM: Zendesk Exposes The Weakness In Most CRM Applications

2021-02-05 00:00:00, Gene Marks, Forbes

Content Categorization
/Business & Industrial
/Computers & Electronics/Enterprise Technology

Word Count:
577

Words/Sentence:
17

Reading Time:
3.85 min

Reading Quality:
Adept

Readability:
13th to 15th

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Auto Summary
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My company's CRM application, which is a very popular CRM application, has – like so many of its competitors – a "marketplace" of 3rd party developers that provide tools to integrate my application other messaging tools and phone systems.

I want to be able to email, call, text and message my contacts in my CRM system without leaving my CRM application.

Even the company's own research showed a 110 percent increase in the use of social messaging in 2020 and that 64 percent of consumers said that they have tried a new way to get in touch with customer service, with messaging and bots as the leading choices.

My CRM system has its own email client which was developed and supported by the CRM vendor and it guess what?

Ask any organization about how they use their CRM with email, text messaging, instant/web/social messaging and phone calls and you'll find that most are operating their systems on an island and without this integration.

Keywords
customer relationship management, zendesk, crm

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