CRM trends of note for professional services

Here, we’ve rounded up some of the key professional services CRM insights and trends for firms to take note of in 2019.


With many companies exploring Customer Relationship Management (CRM) platforms for their businesses, technology will continue to evolve and usage grow in 2019, especially for professional services firms, as the key benefits of implementation are understood.

According to a Gartner report, customer experience projects are about 50% technology with the remaining 50% due to client emotions, perceptions and related qualitative factors. Therefore, what’s key is for professional services firms to take a wider view of how the technology can nurture opportunities to enhance client relationships further.

Marketing Automation

Marketing Automation is also here to stay – and an area in which professional services firms can reap huge rewards. Marketing Automation gives you a broad but comprehensive view, taking in both outbound and inbound activities. With the rise in popularity and understanding of Marketing Automation for professional services firms, in particular legal and accounting, and with the capabilities of platforms today, firms will benefit from workflows that foster prospective clients’ behaviour.


Mobile technology is all about future proofing and giving back time. In 2019, there’ll be wider adoption as the workplace becomes more and more flexible. A mobile CRM system and timesheet solution will integrate into any CRM solution or practice management systems for accounting allowing employees to use on tablets or mobile phones to log time. For lawyers and accountants constantly in transit between offices and meetings, this can really help with ensuring follow-up actions are recorded, opportunities, and time-sheets kept up to date to improve client relationship.

Artificial Intelligence

According to a survey by McKinsey & Company, companies have tripled their Artificial Intelligence (AI) investment since 2013. With big players like Microsoft and Google already embracing AI and consumers benefitting from their handy gadgets in the home, AI will continue to evolve and develop with no let up. So, what could that mean for professional services firms? While, it may be early days in adoption for professional services, the ongoing development of Chabot/AI assistant technology can help free time as well as give further insight into streamlining workflow. We’ll explore this theme further this year, so watch this space.


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