Ai-Powered Crm Revolution Sweeps Industry As Traditional Systems Struggle To Keep Up
The customer relationship management (CRM) industry is undergoing a revolution, with artificial …
30. September 2025
Ai-Powered Crm Revolution Sweeps Industry As Traditional Systems Struggle To Keep Up
The customer relationship management (CRM) industry is undergoing a revolution, with artificial intelligence (AI) at its core. What was once a straightforward tool for sales and service teams has evolved into a sophisticated productivity engine that can analyze vast amounts of data, provide real-time insights, and automate numerous tasks.
Pankaj Goel, CTO of LeadSquared, a leading CRM provider, believes that traditional CRMs are no longer sufficient in today’s AI-driven landscape. “The old way of thinking about CRMs was based on manual data entry and basic reporting,” he explains. “But now, we have the power of AI to analyze customer behavior, predict sales opportunities, and automate tasks like lead scoring and email campaigns.”
According to Goel, traditional CRMs are still being used by many businesses, but they are slowly being replaced by AI-native systems that can provide a more personalized and efficient customer experience. “These new systems use machine learning algorithms to learn about customer behavior and preferences, allowing sales teams to focus on higher-value activities like building relationships and closing deals,” he says.
Prashanth Krishnaswami, global head of strategy and thought leadership for CX at Zoho, emphasizes the importance of integrating AI-native CRMs with other business applications. “The old CRM was often siloed from other business applications like marketing automation and sales enablement,” he explains. “But now, we have CRMs that can integrate with these systems and provide a holistic view of the customer journey.”
Krishnaswami also believes that AI-native CRMs must be able to analyze vast amounts of data and provide real-time insights to sales teams. “The ability to analyze customer behavior and preferences in real-time is critical for sales success,” he says.
To mitigate the challenges associated with implementing an AI-native CRM, Goel recommends a phased approach. “Start by identifying the specific business problems you want to solve with your new CRM,” he says. “Then, select a vendor that has experience in solving similar problems and can provide a clear roadmap for implementation.”
Another key challenge is ensuring that the new CRM system aligns with existing business processes and culture. Krishnaswami emphasizes the importance of employee training and adoption when implementing an AI-native CRM. “The success of any new technology depends on whether employees are willing to adopt it and use it effectively,” he says.
Despite these challenges, Goel is optimistic about the potential for AI-native CRMs to transform the way businesses manage their customer lifecycles. “We’ve already seen some incredible examples of how AI-powered CRMs have improved sales productivity and customer satisfaction,” he explains.
AI-native CRMs are showing significant promise in the use of predictive analytics to forecast sales opportunities and identify high-value customers. These systems use machine learning algorithms to analyze vast amounts of data and provide real-time insights into customer behavior.
The ability to automate routine tasks has freed up sales teams to focus on higher-value activities like building relationships and closing deals. “Predictive analytics has revolutionized the way we think about sales forecasting,” Goel explains. “No longer do we have to rely on historical data or guesswork when it comes to predicting future sales opportunities.”
Automation of routine tasks will continue to be a key benefit of AI-native CRMs, allowing businesses to streamline their sales and service processes while providing a more personalized and efficient customer experience.
As the CRM industry continues to evolve, one thing is clear: traditional CRMs are no longer sufficient in today’s AI-driven landscape. Businesses must invest in AI-native systems that can provide a more personalized and efficient customer experience.
For those considering making the switch to an AI-native CRM, Goel recommends doing your research and selecting a vendor with experience in solving similar problems. “Look for vendors that have a clear roadmap for implementation and can demonstrate success stories from other businesses,” he says.
Krishnaswami also emphasizes the importance of employee training and adoption when implementing an AI-native CRM. “The success of any new technology depends on whether employees are willing to adopt it and use it effectively,” he explains.
Ultimately, the future of CRM is bright, with AI-powered CRMs providing real-time insights into customer behavior and preferences. As these systems continue to evolve, we can expect even more exciting developments in the future, including the integration of AR and VR technologies into CRM systems.
Key Takeaways:
- Traditional CRMs are no longer sufficient in today’s AI-driven landscape.
- AI-native CRMs offer a more personalized and efficient customer experience.
- Businesses must invest in AI-powered systems that can analyze vast amounts of data and provide real-time insights into customer behavior.
- The ability to automate routine tasks has freed up sales teams to focus on higher-value activities like building relationships and closing deals.
Industry Insights:
- The CRM industry is undergoing a significant transformation with the advent of AI.
- AI-powered CRMs are providing real-time insights into customer behavior and preferences.
- Businesses must invest in AI-native systems that can provide a more personalized and efficient customer experience.
Future Developments:
- Expect even more exciting developments in the future, including the integration of AR and VR technologies into CRM systems.
- The use of predictive analytics to forecast sales opportunities and identify high-value customers is becoming increasingly popular.
- Automation of routine tasks will continue to be a key benefit of AI-native CRMs.