Mobile CRM and Web 2.0 – Software Solutions
Customer relationship management (CRM) has evolved over the years with Web 2.0 to improve customer relationships with businesses. Communication with customers became more efficient by migrating from manual processes to computerized CRM tools. Today, mobile CRM has improved the productivity and efficiency of the business workforce by removing the walls of the office and allowing employees to solve problems from any location in the world. Mobile CRM is the latest component in the constant evolution of CRM solutions. Broadband Internet has made advancements in mobile CRM possible.
Review of Smartphones and CRM
In the past, customer service only included the ability to solve problems and develop relationships with clients by Smartphone and face-to-face meetings. Sales people spent countless hours on the phone chasing leads and in the car chasing customers. Many leads could have been eliminated if more advanced technology had been used. The process was time-consuming and costly.
Social CRM accessed via Mobile CRM
When email was introduced, businesses became more efficient. Companies used emails as a part of their marketing strategy to decrease the amount of time required on the phone and increase the amount of time with strong business leads. Employees gained the ability to check their emails from their mobile phones and also manage their schedules.
(Picture Courtesy of Sean MacEntee)
Mobile Contact Management
Contact management solutions are also an important component of mobile CRM. These applications can help employees keep track of who an employee contacted, when they contacted the customer, what was discussed, any action taken as a result of the conversation and a reminder for follow up.
Mobile CRM Strategies
Contact management applications free the mental space of a business owner or employee and allow them to focus on strategy rather than remembering tasks. Alerts may be delivered to business owners or employees as task reminders. Thankfully, many businesses are migrating from the use of Excel spreadsheets to CRM software to handle this aspect of CRM.
CRM Collaboration – for Mobile Devices
Collaboration is essential to improving efficiency of an organization. When seamless communication occurs with all staff members, customers feel more confident in the ability of the business to handle their company’s issues. A business owner or employee can answer phone calls from concerned customers from any location in the world with mobile CRM.
(Courtesy of Gauravonomics)
If a key decision maker is out of town on business, he or she can still address a customer concern with CRM software. Most business people simply read the notes from previous interactions and address the customer’s needs as if they were informed about every step of the process. Customer loyalty improves when all team members are qualified to address a customer’s issues
CRM and Social Media
Social media made gathering sales leads, building brand image and managing customer relationships easier. From the mobile phone, businesses may use applications such as Facebook and Twitter to address customer complaints or respond to questions. While on the go, employees may receive alerts through CRM applications when comments or emails arrive. Immediately, the comments may be addressed. Prompt customer service improves brand image.
New mobile CRM solutions should integrate these new tools to improve productivity and efficiency within the business. Forty-eight percent of people surveyed in a recent UK study believe mobile CRM would enhance productivity. Mobile CRM can significantly improve a company’s competitive advantage. In fact, worldwide CRM expenditures are expected to exceed $12 billion by 2013.
CRM for iPad
Mobile CRM and iPad CRM has significantly changed the way business people operate. In the same UK survey, 80 percent of the people indicated they currently use CRM software applications or plan to make use of them in the near future. According to the survey, businesses using CRM software had better customer service and customer loyalty than those without a CRM solution. With this type of information, more businesses can expect the evolution of mobile CRM and broadband Internet to make significant strides in business productivity.
This is a guest article by Ruben Corbo, a writer for the website Broadband Expert where you can find broadband internet providers in your area and compare prices on different deals for your mobile broadband needs.
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