Trends in CRM - 1 

Analytic has matured over the years. Most of them are inward-looking, meaning the analytics is benefitting the company implementing it.
The need of the hour is to see how analytics will benefit the end customer.

For example:
 1. Can the equipment's analytics show data to prove how effective a replacement is?
 2. A bank can advise a customer about the credit card usage
 3. A Telecom company can advise its customers of a better plan based on usage

If analytics can benefit the end customers, it goes a long way in building trust and show up in the company's sales numbers.