What Is Mobile CRM? Customer Relationship Management On The Go

6 July 2022

Customer relationship management (CRM) software helps businesses manage customer interactions and data. Typically, employees accessed these platforms via a desktop computer and teams on the go had to either make do with a less-than-optimal mobile experience or forego using the CRM altogether until they returned to the office. But with approximately half of all global Internet traffic now mobile traffic, it has changed how we do business. With this wide proliferation of smartphones and tablets, more and more companies are turning to mobile CRM solutions. So what is mobile CRM? And is mobile CRM important?

This article will shed light on mobile CRMs, break down how they work, and outline some of the benefits they offer businesses.

What is Mobile Customer Relationship Management (CRM)?

Mobile CRM is a customer relationship management software solution specifically designed for use on mobile devices such as smartphones and tablets. In a nutshell, mobile CRM apps allow employees to manage their customer interactions and data while on the go.

A mobile CRM app will typically work by integrating with a business’s existing CRM platform. This allows businesses to continue using the same CRM software as usual while also benefiting from the flexibility and convenience of a mobile app or version that works well on a browser on your mobile. With most of the same functionality as desktop versions, your mobile CRM will allow remote employees to perform their job efficiently and effectively.

A mobile CRM allows your employees to access data, make changes to CRM data, generate reports, and perform routine tasks, even when they’re outside the office. Meeting with potential customers and completing sales processes is far easier when your sales and marketing teams have fast access to the important data they need to get the job done.

Key Features of Mobile CRM

Mobile CRM software comes with various features that help teams manage their customer interactions and data, no matter where they are. These features can vary from one mobile CRM to another. However, with most mobile CRM platforms, all of the key benefits of your desktop CRM — marketing automation, sales performance analysis, and data analysis — are readily available. With on-the-go access, your remote teams can perform as effectively as they would inside the office. Here are some of the key benefits of implementing a mobile CRM.

Access customer data

This is one of the most important features of a mobile CRM app. Access to customer history while on the go can be invaluable for sales teams. It allows them to look up key details such as contact information, account history, and purchase history quickly and easily. This positions them to maintain the same level of service remotely as they would if they were in the office.

Update customer data

Another important feature of a mobile CRM is the ability to update customer details on the go. As such, should your sales team meet a new contact or receive some important information about an existing customer, they can update the mobile CRM immediately. This ensures that all your team members always have the most up-to-date information to work with.

Sync data across devices

A mobile CRM will typically allow you to sync data across mobile devices and desktop machines. So, if your sales teams use multiple devices (for example, a laptop, smartphone, tablet or other mobile devices), they can still access dashboards with the same information regardless of which device they use.

Create & manage tasks

Any modern mobile CRM software will allow you to create and manage tasks. For example, if a salesperson needs to make a follow-up call to a customer, they can create a task in the mobile CRM and assign it to themselves. The mobile CRM will then remind them to make the call at the appropriate time. This helps your remote teams keep track of their to-do list while they’re on the go.

Receive real-time notifications

Most mobile customer relationship management platforms allow remote teams to receive real-time notifications on their mobile devices. If a customer interacts with your business in some way (for instance, they make a purchase or leave a review), the CRM will notify your team immediately. This allows remote workers to respond quickly and ensure that your customers are always happy.

Open & share files

Mobile CRMs allow employees to open and share files from their mobile devices. This can be very helpful for your sales force, allowing them to share documents and presentations while mobile. For example, if a salesperson needs to show a potential customer a product brochure, they can simply open it in the mobile CRM and share it with the customer via email or text.

Dial into conference calls & webinars

Even if your team members are on the go, they can still access conference calls and webinars through the CRM app on their mobile devices. This means they can stay updated with what is happening in the company and contribute to important discussions when needed.

The Benefits of Mobile CRM

There are many benefits of mobile CRM for small businesses and large businesses alike. Whether your sales reps work inside an office or remotely, the customer experience will always be a top priority. Thanks to the availability of mobile technology, there’s no longer any reason to compromise on the quality of the customer experience just because your sales team is out of the office.

Here are some of the key advantages of integrating a mobile CRM solution into your business.

Save time

Imagine a member of your sales department is trying to close a deal, but they’re missing some key information about the customer. In the past, they may have had to contact the office team or wait until they returned to the office to look up the information in the CRM. Meanwhile, the prospect is losing interest and patience, and the deal is at risk of falling through.

With a mobile CRM, your sales team members can quickly and easily look up the customer information they need during the sales process. The quicker your team members can close sales, the more leads and prospects they can manage, and the more revenue your business will generate. This can help save time and keep deals from falling through the cracks.

Empower remote workers

Mobile apps are also a great way to empower your remote workers and provide them with access to the same crucial information as the office-based team. By implementing a mobile strategy, they can work more independently and handle complex customer service cases without relying on the office team. This can be a great way to boost productivity amongst remote workers and ensure that everyone is working towards the same goals. With mobile CRM collaboration tools, your remote team isn’t left out of the loop or left feeling isolated from the rest of the business.

Enhance the customer relationship

Personalised, context-rich customer service is essential for any business that wants to create a great customer experience. With mobile apps, your sales force can have all the information they need to deliver a great customer experience, no matter where they are. This helps build trust and loyalty with your customers and create repeat business. There’s no need to sacrifice customer relationship quality just because your sales force is out of the office.

Improve customer retention

In today’s competitive landscape, keeping your customers happy is more important than ever. CRM features like customer segmentation and automated marketing help you keep your customers engaged, even when they’re not actively using your product or service.

With mobile CRM, you can take your customer retention strategy a step further by allowing your team to interact with customers on the go. This helps improve customer satisfaction and keep your business top of mind.

Unify your business

If your business uses several different systems, a mobile CRM can help to unify them. Integrating all your systems into one platform allows you to streamline your business processes and make it easier for your team to get the information they need. This can save time, reduce errors, and make it easier for your team to deliver a great customer experience.

A mobile CRM will also allow siloed departments to share important information and work together more effectively, building cohesion within your business.

How to Get Started with Mobile CRM

Implementing mobile CRM is easy. Here are a few things to keep in mind if you decide to pursue a mobile strategy.

Choose the right solution

First, you must choose the right mobile CRM solution for your business. There are several vital elements to consider, such as the available features, price, and ease of use.

Make sure it’s user-friendly

A mobile CRM is only as good as its user interface. Make sure the solution you choose is easy to use and navigate. If your mobile CRM is too complex or difficult to operate, buy-in from your team will be low, and the tool can quickly become a hindrance instead of an aid.

Set up training

Once you’ve chosen a mobile CRM solution, make sure you set up training for your team. They need to understand how to use the CRM and take advantage of all its features. Ineffective use or low user adoption only leads to wasted time and investment.

Supply the right devices

To use a mobile CRM, your team will need suitable devices. Make sure they have smartphones, tablets or other mobile devices that are not only compatible with the mobile CRM but also reliable and durable. You will also need to set up a data plan to support high mobile Internet usage.

Leverage the Benefits of Mobile CRM

Mobile CRM can be a great way to boost productivity, enhance customer relationships, and improve customer retention. Whether you run a small business or a large enterprise, consider implementing a CRM mobile app solution to experience the tool’s many benefits first-hand.

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