By Brent Leary
I recently asked a number of CRM industry executives how they thought artificial intelligence could help SMBs with some of the big challenges they face using CRM applications. This was all inspired by a poll question we posed to the Small Business Trends community, which found the following results:
Why Small Businesses Need CRM
One of those executives that offered her thoughts was Dina Apostolou, Global Product Marketing Director of Worldwide Business Applications for Microsoft. And it just so happens I was able to have a fireside chat (and I mean literally a fireside chat) with Dina this week at Constellation Research’s annual Connected Enterprise conference in Half Moon Bay, CA.
A Closer Look at Small Business Tech Needs
Dina expanded on her thoughts on why AI can help SMBs get more out of CRM and Microsoft’s approach to bringing AI and CRM together. She also explains what mixed reality is and how the company is bringing it to their customer base to help improve the selling experience, while also improving workforce productivity. And she explains why she’s more of a talker than a texter.
Below is an edited transcript of our conversation. To hear the full conversation watch the video or click on the embedded SoundCloud player below.
Some Still Don’t Know What CRM can Do
Brent Leary: Are you as surprised as I am that today in 2019 there are so many people who still don’t know what CRM can do for their business?
Dina Apostolou: You would think at this point, that technology is kind of been a little bit more profoundly known across all industries and all segments at this time, but there’s still a lot that are adapting to the change in the pace of technology, right? So while something as traditionally known as CRM, but then there’s all this other technology that’s entered the place, when you look at the MarTech stack, when you start hearing AI, the scary word of AI, I think that starts to concern some of those businesses that are smaller because they think costs. Right?
AI is NOT Just for Big Companies
Brent Leary: Right. And some of them think AI is just for big companies, but I mean, I’ve been to 25 conferences this year, and AI is front and center pretty much everywhere. Do you think there’s a disconnect with those that think “AI is not for small businesses”, and that disconnect is causing small businesses not to understand what CRM could do for them? Because AI can really do a lot in the context of CRM.
Read more here:: SmallBusinessTrends