Over the past several weeks, there has been a great deal of press surrounding the new mobile capabilities of
In this post, I would like to give an overview of some of the benefits that come as a result of adding mobile capability to your organization's CRM solution. According to
- Shortening reaction time – Your sales force and customer service representatives will be able to communicate in real time. Whenever a client calls in with an issue, customer service will be able to notify the salesperson managing this account about what is going on. So, if there's any action the salesperson needs to take to avoid damage to the customer relationship they will have access to this information as the situation is occurring and be able to handle it quickly and efficiently. On the other hand, if a salesperson is out in the field and the customer they’re working with brings up an issue that requires customer services' attention, the sales person will be able to open a customer service case on the fly without having to go back to the home office first.
- Improving meeting preparedness –Salespeople will be able to form a clearer picture of a current or potential client before they ever meet face to face. They’ll have easy access to any information you company has gathered about what products the customer has purchased, the status of their account, what problems or issues they’ve had, or what campaigns and promotions they’ve responded to, etc. As a result, it will be easy for your sales people to develop a pitch that is tailored to the client’s unique situation.
- Improving organizational communication – often salespeople or customer service representatives uncover key information about a customer during their interactions with them. And, in order to provide the client with the best service possible, this new knowledge needs to be quickly spread throughout the organization. For example, production teams may need to be informed if a large order is anticipated, or accounting may need to be notified if the customer is requesting specialized payment terms. Mobile CRM makes all this and more possible, by allowing employees to instantly document the most important aspects of their meetings, and distribute or store this information for future reference.
These are just a few examples of how your organization can benefit from implementing a mobile CRM solution.
By: Laura Heinbockel,