The use of smartphones is rapidly going, and sales teams are always on the go to meet potential clients. This gave rise to the need for merging mobile devices and CRM systems into one.
What Is Mobile CRM?
Mobile CRM, or mobile customer relationship management, is a CRM solution that can be accessed using smartphones or tablets. A significant advantage of using mobile CRM is that it allows your sales team to access customers’ data in real-time while out in the field meeting your prospects.
Thus, your sales force can work smarter and faster.
The Rise of Mobile CRM
There has been a paradigm shift in the ways we do our business today. People are working remotely, and companies are trying to expand on a global level. The global internet traffic for mobile devices has surged from 4.7% in 2011 to 52.03% in 2020. The use of cloud CRM has made this possible by streamlining every activity and syncing information from various devices in real-time.
With such a versatile work environment, mobile-first experiences are becoming the norm. Nowadays, 81% of users access CRM from multiple devices. This is what your customers expect to see. Hence, mobile CRM is making it easy to work on the field and off the field.
Top Participants in the Global Mobile CRM Market
With cut-throat competitions amongst businesses, CRM on mobile devices has become a priority. Every business is trying to gain customer loyalty by offering a seamless customer experience. The best mobile CRM solutions help sales forces provide a distinctive buying experience to their customers by analyzing customer information and creating an effective marketing strategy.
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Mobile CRM system is the need of the hour. The global mobile CRM market share had reached nearly $15 billion in 2019. It is expected to grow another 13% by 2029, to roughly $56 billion. It is created to serve various portable devices, including tablets and smartphones of different screen sizes.
Let us look at some of the major players in the global mobile CRM vendors by market share and company size, along with a few great picks depending upon the size of your business.
Mobile CRM Software for Large Enterprise
Large enterprises should pick mobile CRM solutions that offer special functionalities, including social media marketing, project management, and more. Besides, it’s crucial that it can easily integrate with other third-party applications such as ERP systems, VoIP systems, and others to expand its functionalities. Some of the best are SalesForce, Oracle, and SAP.
Mobile CRM Software for Medium-Sized Businesses
Medium-sized enterprises require a CRM solution that allows them to scale and be flexible in their functionality. Some of the best CRM mobile apps are Zendesk, Hubspot, and Microsoft.
Mobile CRM Software for Small Companies
Generally, the best choice for small businesses is to go for cloud-based CRM as it is cost-effective and scalable. Some of the top mobile CRM examples are Bitrix24, Zurmo, and Agile CRM.
Prerequisites Before Launching a Mobile CRM Strategy
There are certain things that every business needs to address before they decide to implement mobile CRM. It is a crucial step if you want your workforce to take advantage of real-time data access.
1. Internal Buy-in
Your sales force is going to use mobile CRM. At first, every person can be reluctant to change. However, if you provide extensive in-house training on how to use the application and the benefits of mobile CRM tools, you might get their buy-in.
2. Provide the Device
Even though mobile CRM is compatible with all major operating systems, including iOS, Android, and Windows, make sure to check that with your provider. Besides, you need to make sure that your sales force has the necessary device to use mobile CRM. If not, provide the device itself to your salesforce and pre-install the application.
3. Mobile App Usability
Your salespeople on the field will not need full functionality on their mobile CRM system. Reporting and data entry can be done using the desktop version. To simplify usage, provide only basic access to the team in the beginning.
10 Reasons to Implement Mobile CRM Strategy for Your Business
The way people nowadays do business has changed drastically. Both users and customers expect information to be available in real-time.
That’s why businesses are actively seeking mobile CRM tools with a user-friendly dashboard and instant notification alerts. It helps the user understand the important task at hand. Large as well as small enterprises are starting to implement mobile CRM.
In fact, according to Salesforce research, a whopping 56% of businesses use CRMs to target their audiences. The number is expected to rise to 69% by the end of 2020.
Let’s understand why you should implement a mobile CRM tool if you still haven’t.
#1 Improves Sales Productivity
Using a mobile CRM solution allows your salesforce to maximize productivity. According to a Nucleus Research report, 65 % of the companies using mobile CRM, are achieving their sales quotas.
Having their calendar and contact applications synced can have a more significant advantage. For instance, the sales rep will get notified about an upcoming meeting along with important details about the prospects. It eliminates the need to navigate separate applications, saving them time and effort.
Besides, the sales force will have a clear view of their weekly agenda. It will help them properly plan their schedule and get in touch with as many clients as possible.
#2 Provides Real-Time Solutions
One of the significant benefits of using mobile CRM systems is that it updates every information in real-time. Regardless of your location and the device you are using, the cloud CRM tool syncs information across all devices. This ensures that your sales reps are equipped with all the latest information while dealing with a prospect or lead. Real-time solutions directly impact the return on the CRM investment.
#3 Increases Customer Acquisition and Retention
Customer experience is what makes you stand out from the crowd. If you want to grab your customer’s attention, you can’t compromise on customer service quality. When you close the deal, the process is not over. The main aim is to increase the lifetime value of your customer journey, which will help maximize your profits.
That’s why your sales and customer service team needs to be aligned and share the same up-to-date information. By using mobile CRM, your team will stay in sync even while on the go. Besides, it will make it easy for them to communicate and respond to questions in real-time.
#4 Boosts Conversion Rates
A mobile CRM tool helps streamline and automate various operational activities that increase work efficiency and productivity. Giving your sales force immediate access to contact history, product information, promotional materials like brochures, and pricing while they are in the field can help them better connect with their clients. This results in an increased number of closed deals.
For starters, the sales rep doesn’t have to waste time sifting through notes to remember about their last meeting or conversation with a lead. Having all of this information available on your phone can help focus more on building genuine relationships.
#5 Helps to Beat the Competition
Your sales team has a competitive advantage when they have the ability to update the CRM on-site in real-time. They can add notes, organize workflow, and notify about important meetings. Customers like to do business with a company that is responsive and understands their needs.
Besides, CRM allows you to provide personalized offers to your clients. It helps add value, resulting in an increased conversion rate.
#6 Better Time Management
Mobile CRM shifts the need for storing and organizing documents from physically to electronically. It allows them to create and send a quote to a prospect or customer in the middle of the conversation itself.
A mobile CRM makes it easy to share files via emails or instant messages. It has pre-defined templates that can be modified as per the discussion with your client and deliver the contract to them. It helps your sales rep save a lot of time and focus on more critical tasks at hand.
And since everything is visible in real-time, managers and staff members can check the rep’s availability and easily access their meeting schedules, increasing accountability.
#7 Help Devise Effective Marketing Campaigns
One of the most challenging tasks for marketers is to look through all of your customer data. Luckily, mobile CRM software helps marketers to sift through contacts and target potential customers.
CRM enables you to target and segment your audiences based on various demographics and strategize effective marketing campaigns. You can send out personalized messages that appeal precisely to them. It increases the likelihood of conversions.
Furthermore, it can generate reports in real-time to help us understand which campaign is yielding results.
#8 Gain Actionable Insights
Mobile CRM can store every detail of your customer’s history and interaction with your company. This information can then be analyzed to provide actionable insights used to make smart and informed decisions. It enables businesses to become more customer-centric, thereby improving customer experience and increasing revenue.
#9 Manage Projects Hands-on
Unlike traditional CRM systems, mobile CRM eliminates the need to be in the office to access information or collect new data. With the help of mobile CRM, your salesforce can manage multiple projects on-the-go, using any device. Cloud-based storage has made it possible to gather, organize, and analyze all documents using a single mobile application.
Thus, companies can coordinate their calendar and allocate resources to manage multiple projects from anywhere.
#10 Connect the Workforce
Another important benefit of mobile CRM is that it eliminates the need for your employees to be present in the same place to work together. With cloud-based CRM, all the information is synced in real-time, making it easy to collaborate on the same projects from anywhere across the world. Mobile CRM apps improve productivity in 50% of teams.
This also drastically improves the accuracy of the data entered. Sales reps are more likely to forget information if they need to wait until they reach the office to update the data.
Latest Trends in the Mobile CRM Industry
- Integration of Artificial Intelligence in Mobile CRM Market
Technology like artificial intelligence is getting integrated with the best mobile CRM to improve its functionality. In Jan 2019, IBM Corporation launched the Watson Ads Builder — a self-service advertising solution powered by AI.
To beat the competition, software vendors are always updating the feature and functionality of mobile CRM software.
- Empowering Customer Relationships
CRM on mobile devices is now becoming the center of every business operation. It acts as a centralized platform where all information about the contacts are gathered and stored. CRM helps the marketing team to provide a personalized experience to its customers, thus strengthening relationships.
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