In the rapidly evolving world of business technology, Customer Relationship Management (CRM) systems have become essential for businesses seeking to enhance their customer engagement and sales efficiency. Moving into 2024, the landscape of CRM is being reshaped by several key trends and technological advancements, driven by the integration of artificial intelligence (AI) and automation, offering a multitude levels of personalisation in customer interactions. Voice technology, as well as a mobile-first approach, have emerged as a mainstream feature within CRM interfaces. These developments imply a significant shift towards more dynamic and responsive CRM strategies. So, what are the latest CRM trends and strategies that businesses should consider and adopt this year and beyond? We speak with Gibu Mathew, Vice President and General Manager for Asia-Pacific at Zoho Corporation, a technology company that makes computer software and web-based business tools, to unravel the “secrets”. See omnystudio.com/listener for privacy information.