Mobile CRM
This makes it of paramount importance that resellers keep the rapid evolution in technology to mobile devices in mind when servicing their customers.
The migration to mobile makes sense. With increasing numbers of people working away from the office and the growth in flexible working times, more and more businesses are finding that mobile devices are required to resolve customer enquiries and keep them happy. Resellers need to recognise these changes and create added value within their client base in order to secure customer loyalty, especially in the current tough economic conditions. The adoption of mobile CRM into the portfolio of resellers’ products is vital for the retention and development of customers.
Business mobility applications, which have previously been associated with high development, installation and maintenance costs, have until very recently been the preserve of large corporations. However, with the dawn of CRM as a hosted service, dealers and resellers will be able to put advanced mobile and PDA based CRM or business workflow applications within the reach of SMEs.
Mobile CRM solutions will mean that resellers are able to offer SME executives the ability to obtain up-to-the-minute sales, marketing and customer service information and by managing leads and expressions of interest more efficiently, they can help drive growth and profitability. Gone are the days when most small businesses could just rely upon monitoring information on customers and contacts from the office – resellers need to be offering their customers the capability to do this on the go.
Deploying a mobility solution for CRM means that all of a sudden, sales pipelines become real-time and service information gleaned from the customers site is instantly available to the desk-based support staff without having to wait for daily or weekly updates from the on site engineers. SMEs adopting CRM on their mobile devices will also have the means to develop a more personalised marketing and communication approach. These are the advantages that resellers will need to be able to promise to compete and survive in today’s tough market.
At Outsourcery, we are already witnessing a significant increase in the demand for hosted CRM solutions with mobile access. Anyone who wants to know how SMEs will be using technology in the future should watch the CRM mobility market in the coming months. For resellers, this presents a business critical challenge. Having only relatively recently added lines of BlackBerry devices to their product offering, there is now the task of explaining to customers how mobile CRM can radically improve the way that they do business. The good news for resellers is that the case for mobility is compelling.
