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Evolution of CRM: From traditional to modern approaches.

Updated: Feb 27

The ABCs of business say if you have a product or service to sell, then you need to have a buyer to generate revenue to keep up with the inventory, pay your bills, your staff salary, and garner profits to lock long-term growth and standing in the business world. Be it any era, customer management or relationship was always at the core or forefront. Have you ever remembered how small parchoon shops or traders used to up their sales with sweet talks, small-time benefits, and tailored offers? Keeping customers happy was always essential; hence, CRM was always there, adequate to their time, but it was always there to keep the customer journey intact. Let’s trace the evolution journey of CRM and understand how and why CRM has become such a crucial point in business working nomenclature in today’s time.

Please read our blog on CRM to know everything about it.

CRM Before Being the CRM of Today

1970’s: How Everything Started?

CRM did not begin as the command and control platform that it is today. It has its roots in the 1970s when companies began employing Rolodexes, simple databases to keep track of client information. However, these procedures, being primitive and time-consuming, commanded a more efficient and organized approach. The search led to electronic storage, where companies start customer information collected and stored in computerized databases. This enabled more accurate segmentation and focused marketing activities. These systems allow businesses to capture basic information such as names and contact details, improving communication operations and minimizing laborious paperwork.

1990’s: The Rise of the Titan

The 1990s was the turning era for CRM emancipation. This was the time when CRM potential was thoroughly explored, and software began to incorporate automation capabilities in different areas, such as sales and marketing, establishing more rhythm to the process. Many new products for managing client data were released, mostly by large sales software corporations. Organizations use these technologies to track leads, manage sales pipelines, and automate typical sales operations. This move increased sales efficiency and enabled sales teams to close deals quickly. Moreover, in the late 1990s, firms began recognizing the promise of cloud-based solutions and services and incorporated them into their working dynamics. 

CRM: The journey of being the OG

2000’s and Ahead: The Advent of Cloud-Based CRM

A further significant shift in the CRM progress was noticed in the 2000s with the advent of cloud-based solutions. For the unversed, cloud-based softwares, such as CRM helps storing and safeguarding data on various kinds of remote servers. Due to which, users are able to retrieve or reach this data anytime, anywhere and wherever they want with the nearest set up of the internet. With this, organizations can access their CRM systems from any place, making it easier for sales, marketing, customer support teams to communicate and obtain crucial information in real-time. This allows companies to communicate information outside of the office and enables teams to see the same data whenever they want. Some of the noted advantages of cloud-based CRM are cost-effectiveness, scope of scalability and flexibility in terms of access to data.

By the late 2000s, the boom of social media further accelerated the scalability of CRM as  it allowed firms to become more available to their consumers through various mediums and sources of interaction and connection. Customer segmentation became the way forward, allowing businesses to customize and target their messaging and engage with customers in more relevant ways. Now, companies can reach their customers through their chosen channels and help establish stronger customer relationships.

2010 Onwards: CRM Evolution at its Best

CRM and AI, the Power “Couple”

This was the time when customer satisfaction became the core of all the processes. Ticketing systems, knowledge bases, and customer portals were added to systems to promote efficient issue resolution and improve customer satisfaction. Customer care staff now have a comprehensive perspective of all customer contacts, allowing them to provide personalized and prompt assistance. Another thing that gave the CRM the push it needed was using AI in the process. Integrating artificial intelligence (AI) with CRM has emerged as a strong collaboration in recent years in the business arena, transforming how a firm functions, connects and responds, paving the way for new opportunities, strategies, and efficiencies. 

To know more then don’t miss to read our blog on Artificial Intelligence (AI) and machine learning in the future of CRM.

CRM in 2024: The Future of Customer Management is Here and Growing

We have become the kind of customer that needs variety in everything, attention, and solutions to our desires and resolutions. The evolution of CRM states that businesses have understood this transition and acknowledged the supremacy of customer satisfaction. CRM is everywhere. The process goes beyond managing client data to include sales automation, marketing automation, customer care, and analytics. CRM systems enable businesses to establish a comprehensive understanding of their consumers, enabling highly tailored marketing efforts and better customer experiences.

We all know AI is here to stay, and with CRM, the future of the customer journey seems bright, with more fascinating innovations coming to light changing the face of everything we know. With time, CRM systems will become more adept and focussed at understanding and forecasting client requirements and preferences as data analytics and artificial intelligence become more prevalent, making their place in all kinds of business functions. CRM is also incorporating augmented reality (AR) and virtual reality (VR) to provide new, immersive customer experiences.

At Last but not Least 

CRM's history tells what progress should look like. From its understated humble beginning with simple databases to today's complex, AI-driven systems CRM has progressed and how!  As organizations continue to invest in CRM technology, we should expect to see even more inventive innovations in the future, significantly improving how businesses communicate with their consumers and driving success in this competitive industry. One of the best companies that can provide you with one of the latest CRM experiences at its best is Buopso. To learn more about Buopso CRM services, please visit

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