The aim behind mobile CRM is to make Customer Relationship Management software more accessible, ultimately benefiting customers, employees and businesses alike.
By making CRM software available on mobile devices like smartphones, tablets and a broad range of IoT (Internet of Things) devices, the idea is that employees will have increased ability to do their jobs from any location.
As the world has shifted and is continuing to shift into remote work territory, the necessity of CRM-enabled mobile services has become increasingly evident.
But, why is mobile CRM such a big part of the future of business management and what benefits does it offer? To answer these questions, it’s essential that we properly establish exactly what mobile CRM is.
What is Mobile CRM?
Mobile CRM, as opposed to traditional CRM, is customer relationship management software that is specifically optimised for use on mobile devices.
Its purpose is to allow sales, marketing and customer service teams to perform tasks, manage relationships with customers and access data no matter where they are, ultimately allowing for improved operations and happier, more satisfied customers.
The need for mobile CRM has become especially prevalent in recent years due to the rise of remote work, especially since the Covid-19 pandemic, making it necessary remote workers to be able to access CRM software from locations other than the office.
Furthermore, mobile CRM software is also important for businesses whose employees are required to be out in the field.
Here are some specific features of mobile CRM:
Features of Mobile CRM
There are plenty of things that make mobile CRM useful, but here are its main features:
- Accessible Dashboard: Mobile CRM allows employees to have a quick, easy look at their dashboard anywhere, any time. This can provide data on leads, including status, progress and service activity, providing users with alerts to ensure nothing is missed.
- Real-Time Customer Support Service: Employees are able to provide customers with support in real-time, rather than having to wait until they get back to the office.
- On-Demand Analytics and Reporting: Mobile CRM gives employees the ability to access data and reports on the move, allowing them to do their jobs more effectively and efficiently.
- Hands-On Project Management: Functional mobile CRM software can help employees keep track of different projects simultaneously – all from a mobile device, without having to lug around a laptop or oodles of paperwork.
- Time-Sensitive Marketing Capability: Mobile CRM software can be used for automated marketing, ensuring that time-sensitive content, along with emails, is always being dealt with.
- Centralised Information: If everyone has 24/7 access to the CRM network, this allows for all info to be centralised and processes to be streamlined.
It’s fairly easy to see why these main features of mobile CRM could be useful, but there are different ways in which it can benefit employees, businesses and customers.
Benefits of Mobile CRM
The advantages of using mobile CRM software are already fairly clear in terms of the ways in which its features can make modern business more practical, effective and efficient.
However, it’s worth getting a little more specific and looking at the ways in which mobile CRM benefits employees, customers and businesses as a whole.
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What Are the Benefits of Mobile CRM for Employees?
The purpose of mobile CRM solutions for employees is to make it easier for them to do their jobs while on the move, allowing them to do the work they need to do outside the office while still managing to keep tabs on customers, job progress and various projects.
- Centralised Database: Mobile CRM gives employees access to a single centralised database of all information and data, allowing employees to access it whenever they need from wherever they are. This means that they can find customer information, project progress status and just about anything else at any time, while simultaneously updating it remotely so that other staff can stay in the loop.
- Real-Time Data: On the flip side, employees who are on site can stay in the loop when changes have been made by other staff operating from the office or elsewhere, allowing them access to real-time data. This provides employees with the ability to do their jobs accurately and with fewer errors.
- A Tool for Meeting Preparation: Having access to mobile CRM software can be really helpful for employees who ar trying to prepare for important meetings from outside the office, giving them access to client history, data, reports and more.
- Constant Access to Customer Insight: Employees will always be able to have access to customer insight. This feature also analyses customers based on who they are, their preferences, what they want, history and more, allowing for employees to deal with customers in a more personalised way.
- Follow-Ups and Reminders: With constant access to mobile CRM software, employees can use reminder features as well as follow-ups to keep them on track while out of the office, ensuring that they’re getting everything done that they need to do.
Ultimately, making use of mobile CRM has the potential to make employees significantly more effective and productive, allowing them to perform their jobs at 100% while out of the office which hasn’t necessarily been possible in the past.
The Benefits of Mobile CRM for Businesses
The benefits of mobile CRM for businesses are more generalised, pertaining to overall productivity and increasing profit margins.
- Automating Basic Work: Mobile CRM software can be used to not only keep track of anything and everything, but it can automate some of the most basic tasks that need to be done y staff. This helps save time, allowing employees to focus their efforts on more complex and important things.
- Real-Time Tools Reflecting Professionalism: Employees are able to use mobile CRM software to convert data and analytics into things like visual aids (including graphs and more). The ability to do this and use it on the fly with customers projects a high-tech, professional business image.
- Tracking Sales Pipeline in Real Time: Employees and employers can track company sales and the overall sales pipeline in real-time, while staff are on the road or working on site, ensuring that they’re always in the loop.
Overall, having access to mobile CRM solutions helps make employees and consequently businesses more effective and efficient, which not only leads to happier and more satisfied customers but ultimately, results in increased profits and better overall success.
What Are the Advantages of Mobile CRM for Customers?
Ultimately, the purpose behind attempting to make business more effective and efficient is to increase profits and make customers as happy as possible, and making proper use of mobile CRM software has the ability to help businesses work towards achieving both of those goals.
- Improving Relationships with Customers: By having better access to customer information and other data, staff are able to foster closer and relationships with customers.
- Personalised Customer Care: Not only can relationships be strengthened, but by giving employees access to all customer info and other data from wherever they are, employees are able to provide personalised care based on their individual needs and preferences.
- Ability to Anticipate Customers’ Needs: Mobile CRM software helps employees not only to access valuable information but also to keep track of it in real-time in order to anticipate what customers may want. The ability to anticipate customers’ needs demonstrates a commitment to the relationship and the project in question.
Making the Most of Mobile CRM Software
If utilised properly and holistically, mobile CRM software has a lot to bring to the table, not only making employees’ lives easier but also improving their ability to make customers happy and businesses more successful.
Mobile CRM software provides businesses with an easy way to improve efficiency and efficacy while branching away from the confines of office life, creating new possibilities for conducting good business from anywhere at any time.
Ultimately, mobile CRM software is broadening the horizons of operational potential, allowing for new and exciting possibilities in the modern business world.