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Last updated on 2024年5月9日

What do you do if your CRM strategy lacks effective utilization of mobile technology?

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In today's fast-paced business environment, Customer Relationship Management (CRM) is essential for maintaining and enhancing customer relationships. However, with the increasing reliance on mobile technology, a CRM strategy that fails to effectively utilize mobile capabilities can leave your business at a disadvantage. Mobile technology in CRM refers to the use of mobile devices such as smartphones and tablets to access CRM data and perform various CRM functions remotely. If your CRM strategy does not fully embrace mobile technology, you might be missing out on opportunities to engage with customers more effectively and streamline your sales and service processes.

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1 Mobile Audit

To address a lack in mobile technology utilization within your CRM strategy, begin with a comprehensive mobile audit. This involves assessing how your current CRM functions on mobile devices, including user interface, accessibility, and performance. Check if the CRM is compatible with various mobile operating systems and if it offers a responsive design that adapts to different screen sizes. The goal is to identify any limitations or challenges mobile users may face and understand the extent of the current mobile functionality.

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Nancy Lyndhurst

Head of Product
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If you're CRM strategy doesn't allow for mobile users then you need to rethink your strategy. CRM should include all touch points

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Karen Fredricks

CRM Specialist | Technology | CRM Sales: Act!, HubSpot and Zoho | CRM Author | CRM Trainer | Database Conversion | LinkedIn Learning | ACT! Database Repair | Small Business Consultant | EMarketing | Data Analysis | SME
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Sadly, not all CRM products include a good mobile interface. Studies have shown that over 70% of email is accessed from a mobile device. Mobility should be one of the first questions asked when shopping for a CRM product. Equally important is the CRM's ability to integrate with the office phone system.

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Rushikesh Petkar

?? ElevateMe Admission Advisor | Crafting IT Careers for International Students in the US ?
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If your CRM strategy isn't making the most of mobile technology, start by assessing what's missing in your current mobile capabilities. Understand the mobile needs of your sales reps, field agents, and customers. Research mobile CRM tools with strong features and integration. Add mobile-friendly features like responsive design and offline access. Provide training to help users make the most of mobile CRM. Regularly review and improve mobile CRM usage. Stay updated on mobile tech trends to keep your strategy effective and user-friendly.

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Evelyn Raiane Oliveira
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If your CRM strategy isn't effectively leveraging mobile technology, the key is to provide a tool that functions well in the mobile version. Often, we expect external sales representatives, for instance, to use the CRM without ensuring its effectiveness on this platform.

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2 Strategy Update

After identifying the gaps in your mobile CRM capabilities, it's time to update your strategy. This means setting clear objectives for mobile CRM, such as improving the user experience for mobile users, increasing accessibility to CRM data on the go, or enhancing communication channels with customers through mobile devices. Consider how mobile CRM can support your overall business goals and ensure that your updated strategy aligns with these objectives.

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Terhi Hoikka

I am a leader in UX/UCD, digital marketing, inclusive design, data-driven strategies, SEO, PPC, content creation, accessible content WCAG A-AAA, performance, and web development. My goal is to create impactful results.
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CRM needs to be accessibility to all users. Remember you vulnerable customers (blind, deaf, colourblind, mobility challenges, etc)

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3 Tech Integration

Once your updated CRM strategy includes a focus on mobile technology, you need to integrate the necessary technical solutions. This could involve adopting a mobile-friendly CRM platform or adding mobile-specific features to your existing system. Focus on seamless integration that allows for real-time data synchronization between desktop and mobile versions, ensuring that your team has access to up-to-date customer information, regardless of their location.

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4 Staff Training

Implementing new mobile CRM features will require staff training to ensure that your team is comfortable and proficient with the technology. Educate them on how to effectively use the mobile CRM system to manage customer interactions, access information, and perform tasks while away from the office. Training should be comprehensive and ongoing to accommodate updates and changes in the mobile CRM landscape.

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Israel Contreras Ojeda

Shaping Outstanding Customer Experiences and Creating Lasting Bonds | Head of Customer Experience | Ecommerce and SaaS Director | ?? X7 LinkedIn Community Top Voice
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For me staff training is important, but let's focus on creating a mobile-first CRM strategy that empowers your team and maximizes customer engagement. Imagine not just training staff on mobile features, but harnessing the power of mobile technology to transform your CRM approach. Make customer information and communication tools readily available from anywhere, anytime. Optimize processes for on-the-go activities, boosting productivity and responsiveness. Facilitate real-time data capture, communication, and decision-making for a more agile approach. By building a mobile-centric CRM strategy, you can not only empower your staff but also significantly improve customer engagement, satisfaction, and loyalty.

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5 Customer Feedback

Involving customers in the process of enhancing your CRM's mobile capabilities can provide valuable insights. Solicit feedback from customers on their preferences and experiences with your mobile CRM interface. This can help you tailor the mobile experience to better meet customer needs and expectations, ultimately leading to improved satisfaction and loyalty.

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6 Monitor Progress

Finally, continuously monitor the progress of your mobile CRM initiatives. Use analytics to track usage patterns, customer engagement, and overall performance of the CRM system on mobile devices. This will help you identify areas for further improvement and ensure that your CRM strategy remains aligned with customer expectations and technological advancements in mobile computing.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your CRM strategy lacks effective utilization of mobile technology?

1

2

3

4

5

6

7

1 Mobile Audit

2 Strategy Update

3 Tech Integration

4 Staff Training

5 Customer Feedback

6 Monitor Progress

7 Here’s what else to consider

Customer Relationship Management (CRM)

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What do you do if your CRM strategy lacks effective utilization of mobile technology?

1

2

3

4

5

6

7

1 Mobile Audit

2 Strategy Update

3 Tech Integration

4 Staff Training

5 Customer Feedback

6 Monitor Progress

7 Here’s what else to consider

Customer Relationship Management (CRM)

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