At this year’s Simplesoft User Group, Infor’s Ed Heinsius, Director of Solution Consulting for Customer Experience, walked attendees through the Infor CRM roadmap and gave an inside look at what’s coming in 2025 and beyond. The session showcased how Infor continues to evolve the CRM experience- improving usability, automation, and integration across platforms.

What’s New Now with Version 9.4

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The Infor CRM 9.4 release focused on performance and flexibility. Updates included improved workflow capabilities, web-based email templates, enhanced reporting, and expanded dashboard options. These changes are designed to simplify how users access and act on customer data while improving the consistency of reporting across teams.

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Looking Ahead to Version 10.0

Planned for early 2026, Infor CRM 10.0 introduces a major leap forward with:

·      Generative AI for intelligent summaries and suggested next actions.

·      Configurable user interface allowing teams to tailor their workspace, including customer-focused KPI dashboards directly within the account view.

·      OCM integration for streamlined email campaigns.

·      New workflow triggers and customer journey enhancements designed to better visualize and automate key functions across sales, business operations, accounting, customer experience, and support.

·      Customer Journey (now “Journey”) is a guided, stage-based process that helps users visualize progress, trigger workflows, and automatically update fields as each milestone is completed.

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Approach to AI

Infor CRM’s approach to AI is centered on embedded, assistive intelligence - designed to make customer relationship management smarter, not harder. Rather than creating a standalone AI tool, Infor integrates AI capabilities directly within the CRM experience to enhance decision-making, automate repetitive tasks, and surface meaningful insights at the point of work.

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Integration & Accessibility

Infor continues to refine the connection between CRM and ERP systems, emphasizing a seamless flow of data for quoting, billing, and forecasting. The updated Xbar for Outlook Web Client, expected later in 2026, will make it easier for teams to manage contacts, opportunities, and activities without leaving their inbox.

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Deployment Flexibility & What’s Next

Whether deployed on-premise or in the cloud, Infor CRM remains one of the few platforms to support both models- offering flexibility for organizations managing their own infrastructure or adopting a full cloud approach.

If you missed the session or would like to discuss what these updates mean for your organization, reach out to the Simplesoft team at sales@simplesoft.net and we can walk you through what’s next.

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