A NOTE ON MOBILE CRM

PRESENTED BY-

Saurabh Singh

INTRODUCTION The process of Targeting , Acquiring, Servicing , Retaining

and. Building long-term relationships with customers. It is effectively relationship marketing, using customer data and facilitated by technology.

Mobile CRM is an extension of traditional CRM . Implementing mobile CRM offers faster and more

accurate information flow to and among the sales force of an organisation. Increases business efficiency through automation. Provides better understanding of customers. Helps to identify profitable customers. Helps to identify most profitable customers.

Mobile CRM is moving toward being a solution for the masses.

Mobile CRM will allow a company to maximize its relationships with customers.

It will help to close the sale faster.WAP and PDAs would contribute toward

changing the face of CRM.

CRM Architecture consists of three components:

Functional CRM Analytical CRM Interactive CRM

MOBILE CRM????

“Extension of traditional CRM wherein a mobile, remote access or wireless component has been incorporated in the standard CRM”ConvenientEfficient

MOBILE SALES FORCE AUTOMATION(SFA)MOBILE FIELD SERVICE

MANAGEMENT(FSM)

WHY MCRM&FUTURE GROWTH DRIVERS

Increase in business functions enhanced by mobile devices

Continuous need to access critical information in real time

Development of high speed wireless and networking connectivity

Since 2004, accounts for 10% of total revenue of CRM

Proper analysis of dynamic data Data Quality

Functioning of mobile CRM

Factors driving the growthIncrease in size and number of

mobile forceProliferation of mobile services (GPRS, Wi Fi, WAP, Wired/Bluetooth

Connect)Growth in use of mobile devices

Siebel systems

Sibel mobile sales Sibel field service

Challenges