Getting Started With Mobile CRM

Mobility in CRM refers to the use of mobile devices including tablets and smartphones for effective Customer Relationship Management. Connections through mobile CRM allow sales teams to access customer data through CRM mobile applications or via browser using cloud CRM. One of the most significant advantages of mobility in CRM is that it allows the sales force to generate real-time information on clients, meeting customers and prospects wherever they are.

​Adoption Rate of Mobile CRM

According to Forrester Research, 50% of organizations and approximately 40% of SMBs were rolling out, using or piloting Android and iPhone applications for sales automation. The Gartner Group anticipates significant continued growth in this space.

​Significance of Mobile CRM

The massive use of internet from mobile devices has become universal especially within the last two decades. Customers today expect to get directly in touch with businesses and financial institutions using smartphone applications which make it easier for them to acquire information without calling your organization. Mobile CRM not only allows anytime, anywhere access to data and information leading to increased sales — it also facilitates distributed customer support and service.

The sales team of an organization now requires immediate access to the latest business related information; customers expect immediate, personalized responses whether they reach out via mobile app, social media, or phone.

​Starting with Mobile CRM

Before executing your mobile CRM strategy, it is important to first set goals based on what is to be achieved and what tasks your workforce needs to cater to in order to benefit from real-time data.

#1 Internal Buy-In

Prior to implementing a mobile CRM platform, attain internal buy-in from account managers. Organizations need to have in-house training sessions on how the application is to be used and the benefits that can be achieved by working with mobile CRM.

#2 Provide the Device

The most effective strategy for getting your sales force to use CRM regularly is by providing them with devices with pre-installed CRM applications. Although most CRM applications support Android and iOS, always verify compatibility with your provider before rollout.

#3 Mobile App Usability

The sales team rarely requires access to complete desktop functionality on their mobile CRM application. It is necessary to define the use of this platform — some functions are still better performed on desktop computers. Focus the mobile experience on the tasks that truly need to happen in the field.

#4 Online vs. Offline Mobile App

An important consideration is whether your organization requires an online or offline mobile app. The decision is influenced by several factors: who the mobile app is for (partners/customers/employees), whether the company issues mobile devices or has a BYOD policy, whether users need offline CRM access frequently, and regulatory compliance on security.

Contact us at sales@simple.works for a free brain-storming session on your mobile CRM strategy.