9 CRM trends for 2025: AI reshapes the customer equation

AI is accelerating the evolution of customer relationship management (CRM), with agentic AI, a shift to targeted use cases, and workforce realignments on the horizon.Credit: PeopleImages.com - Yuri A / Shutterstock AI has the potential to transform every aspect of an enterprise, but nowhere more so than in customer relationship management (CRM), the outward-facing business functions of sales, marketing, and customer service.AI can help salespeople by automating routine tasks, gathering relevant data from multiple sources, understanding customer intent, and making suggestions and recommendations to help drive new business. Generative AI can help write marketing materials. Even more exciting is the promise of autonomous agents (agentic AI) flawlessly and seamlessly taking over a variety of customer service functions across multiple channels (voice, chatbots).While increased use of AI is by far the most significant trend in CRM, it is certainly not the only one. Here are the key developme...