Are you a business person looking for ways to keep your customer service, sales and marketing completely functional outside the office?
With the development of “Mobile CRM,” it has become possible to manage important data in real-time, wherever you are.
Nowadays, mobile phones are not only popular for communication purposes but also for businesses to streamline and enhance operations and handle work.
We spend a significant chunk of our day-to-day lives on our smartphones. This increased usage has led to the development of “mobile CRM.”
Moreover, the global web traffic from mobile phones has massively grown over the past years. According to statistics, it has increased from 10.4% in June 2012 to 58.26% in May 2022.
In case you are unfamiliar with mobile CRM, this article will help you know what mobile CRM is and why it is important for the company, employees, and customers.
So, let’s discover how to run your business on the go!
What is Mobile Customer Relationship Management (CRM)?
Customer Relationship Management (CRM) is software that stores all customer-related information on a single platform. It helps businesses build and manage relationships with customers as well as potential customers, improve customer service, and increase sales and profitability.
Coming to the mobile CRM definition. Mobile CRM is the Customer Relationship Management (CRM) application on mobile devices like smartphones and tablets. It allows sales or marketing personnel to access and manage customer data easily.
Unlike traditional CRMs that are limited to desktops only, mobile CRM ensures the availability of the data right in your hands via mobile devices wherever you are in the world.
Why is Mobile CRM Important?
The mobile phone has become a basic necessity without which we can’t even imagine surviving. Also, in the last decade, many internet consumers have shifted from desktops to mobile phones, as everyone prefers instant and hassle-free data access.
Previously, businesses used traditional CRM, but the introduction of CRM mobile apps has made their work effortless.
With mobile CRM, you don’t need to wait till the next day to visit your office to get things done. The goal of mobile CRM systems is to create a better customer experience that, in turn, helps to grow sales.
Moreover, organizations that use mobile CRM tools experience more effective communication, data management, productivity, and much stronger client relationships.
Remember that mobile CRM is beneficial not only for businesses but also for employees and customers. Let’s discover how mobile CRM adds value for everyone.
Mobile CRM Importance for Employees
Creation of a Single Centralized Database
A mobile CRM solution allows sales persons to store, access, and manage all the information of current and prospective customers at a single centralized platform.
Thus, it becomes easier for the staff to locate customer data, interactions, and discussions whenever needed.
CRM tools give everyone from sales, marketing, customer service, or any other field of business a better approach to handling all the interactions and relationships that ensure success.
The instant availability of the information makes collaborating with the customers and leads easier.
Real-time Data, Wherever You Are
Since every team member uses the same platform for storing information, tracking details, recording issues, and managing marketing campaigns — mobile CRM software will always get the latest up-to-date details at your fingertips.
Even if the members are not working in the same office or country, all the departments working under your business will get access to the same data. In short, it ensures the availability of real-time information on the go, wherever you are.
Deep Customer’s Insight
A mobile CRM will help you fetch every detail regarding customers and prospects. It categorizes them into groups based on their personal preferences, needs, and problems.
So, with these deep insights, you can customize your campaigns and pitches to sell the right service or product to the right customers.
A best mobile CRM app will help the team members to increase their productivity. It will automate the sales process tasks, centralize the documentation, save time and effort, track appointments, and avoid data duplication.
Additionally, it helps identify risks and opportunities and ensures every new member has quick access to everything they need.
Entrepreneurs are usually in a constant hustle; in such a situation, it might become difficult for them to remember multiple appointments and follow-ups.
But mobile CRM offers a solution to this problem too. It enables you and your staff members to set follow-up and meeting reminders. This way, you will never forget when and where to connect with a customer.
Not only this, but it will also help you keep track of all the details and ideas you have shared with the client so they can help you in the future.
Effective Meeting Preparation
Have you ever rushed into a meeting without any preparation? If so, then you must know how bad it feels. It feels pretty embarrassing, especially when you’re about to close a deal or build a stronger client relationship.
I know being a business person, there are times when you are super busy. But still, you have to meet the clients you have not talked to in a while. What to do in such situations? Well, in that case, mobile CRM will be your savior. It will help you extract every single detail about that client in seconds.
Mobile CRM Importance for Customers
Strong Customer Relationship
Remember that despite the fact you are selling the most amazing product, you won’t be able to sell a single product if you don’t know how to treat your clients right.
Therefore, every business’s first priority should be building a good customer relationship.
And for this purpose, CRM is introduced. It helps businesses create a stronger customer relationship by treating every customer individually, prioritizing their needs, and being there for them whenever they need it.
Individualized Customer Service
While doing a business, everyone wants to hit a specific audience. No one wants to work with a vague audience. It is only possible by grouping the customers and prospects into target audiences based on their interests, needs, issues, past purchases, etc.
So, when you know who you are targeting, you can customize your campaigns, offers, and even pitches. CRM does this grouping quite efficiently by breaking down the data into various criteria and categories to create a focus list.
Good Anticipation of Customer’s Needs
When you know what to expect from customers, you feel more confident. You can easily upsell or cross-sell a customer when familiar with his buying habits.
Since CRM helps the salesperson to sell more at a faster rate, it is only possible because of the access to customers’ interactions and purchase history, which makes sales reps capable of meeting the customers’ needs.
If you know about customers’ buying history — what and when they bought, what buying habits they possess, and how they turned into your customers — you can come up with the most innovative and timely offers.
Mobile CRM Importance for Businesses
Satisfy Your Customers
Your clients feel valued and appreciated when you provide proactive customer service with mobile CRM. It helps you generate a good reputation for your brand.
Moreover, if your customers are content with your services and product, your business will flourish more and more daily.
You will get more referrals and repeat orders that increase your sales. Research has revealed that approximately 70% of the purchase depends upon how much value your client feels.
Offload Employee’s Low-Value Work
Mobile CRM keeps your employees stress-free by automating low-value tasks. It saves time and effort so they can get plenty of time to interact with customers. This way, they can close more deals and generate more sales and commissions.
Create Graphs and Analytics of Customers’ Data
Mobile CRM can form graphs, reports, and charts of customer information and trends. Such analytics can help sales and marketing personnel make the required amendments.
So, with CRM, they can easily know what strategies are working best for their business, what is not, and what type of audience is purchasing.
Track Sales Pipelines to Forecast Revenue
Mobile CRM will allow sales reps to track at which stage each prospect is in sales pipelines to recognize what needs to be done to close the deals.
In addition, it divides prospects into multiple groups — warm leads, cold leads, and hot leads. It helps them to analyze each group thoroughly, build various strategies, and identify how many deals will be closed in a particular time frame.
What Are the Key Features of Mobile CRM?
Some key features of mobile CRM are mentioned below:
1. Personalized Customer Profiles
A mobile CRM contains personalized customer profiles based on purchases, needs, likes, dislikes, etc. It gives you a deep customer insight to customize your offer, product, and strategies.
2. Built-in Calendar and Reminder
The best mobile CRM software will always have a built-in calendar and reminders that help the sales team keep track of all the upcoming follow-ups and meetings. Moreover, it ensures that the team stays in touch with their customers.
3. Contact Management
With mobile CRMs, you can easily contact your prospects and view previous chats in a single place. There isn’t any need to switch between various communication apps — like WhatsApp, phone calls, emails, iMessage, and more.
4. Customer Detailed Timeline
No matter at which stage your clients are in the sales pipeline, mobile CRM provides you with a detailed timeline of each customer. It contains clients’ personal information, past buying history, interactions, discussions, and follow-up tasks.
5. Lead Ads Integration
Many mobile CRM has lead ads integration — like Google ads, Facebook ads, etc., to timely connect you to the leads you need to work on and save them in your contact list.
What Are Mobile CRM Benefits?
Now that you’ve known the importance of mobile CRM in various groups, it’s time to discover the advantages of using CRM on mobile devices. So, let’s delve into them!
Mobile CRM can be quite beneficial in increasing revenue as it dramatically impacts sales. The number of closing deals depends on the efficiency of the availability of the data related to leads.
The mobile CRM is a boon for retrieving and managing all the required information when you aren’t in your office. It helps you stay updated on essential data, upcoming follow-ups, and meetings.
The main benefit of mobile CRM is ease and convenience, allowing team members to focus on the leads efficiently.
Collaborative Working Environment
CRM mobile application ensures a higher degree of collaboration and coordination among the staff. The organization using mobile CRM can conveniently access and view the dashboard, exchange information among different teams, and view each other’s performance — that too under a single central location.
Note that mutual coordination among the team helps you achieve your goals earlier by reducing wasted time and effort.
The only thing that matters the most in the business is customer satisfaction. Mobile CRM allows quick responses to clients, improving your service quality and increasing customer satisfaction.
Furthermore, mobile CRM pays a lot of attention to customers’ preferences, needs, and problems, which helps to develop a relationship with the customer in the long run.
One of the major reasons why most businesses are now investing in mobile CRM is that it saves plenty of time. You can access the dashboard, organize tasks, manage campaigns, arrange meetings, contact your team members, share documents, and whatnot on your mobile phones.
Moreover, time is considered a critical asset of any business; CRM helps your employees to save time by offloading their low-value work and allowing them to focus on conversion, which is good for your business growth.
What is the Growth of Mobile CRM?
Well, the growth of mobile CRM is directly proportional to the growth of the mobile market app. As more and more users prefer to access their data on mobile phones, the development of mobile app software becomes necessary for every business.
On average, according to statistics the business that uses mobile applications experiences an 87% increase in sales and a 74% increase in customer satisfaction.
According to research, the mobile app market is expected to grow at a CAGR of 18.40% from 2019-2026. This massive growth is due to the increased consumer demand for mobile applications.
CRM software also accounts for this growth. Research shows that mobile CRM demand is expected to spike at a CAGR of 10.4% from 2022-2029. It is due to the widespread usage of mobile CRM in the finance and healthcare industries.
Mobile CRM is also growing due to its flexible prices compared to traditional CRMs. The companies are now aware of how to yield the benefits from the money they spend on mobile CRM.
What Are the Important Considerations for Implementing Mobile CRM?
The three crucial considerations to bear in mind before implementing mobile CRM software are:
1. Ensure Data Security
No matter what business you are running, CRM always contains a bulk of confidential information. So, where getting remote access is beneficial, you have to take care of the security, especially when sales reps are using their own mobile device to access CRM.
All critical data can be leaked if the smartphone is left unattended in the wrong place. Thus, you must ensure that your CRM software encounters an excellent security defense.
2. Check Compatibility with Other Devices
Having the best CRM tool will be useless if it doesn’t work with all the mobile devices you want. So, always check the mobiles your sales team uses before making a purchase because device compatibility is very important.
However, you can keep a few devices with the same operating system to simplify things instead of creating a complex network. Many companies deal with this issue by using the mobile devices issued by the company.
3. Stay Focused on the Key Features
Another important consideration is to stay focused on required key features as it is quite easy to divert from marketing material and end up with numerous features you don’t even need.
Loading your CRM app with lots of features will only increase confusion and reduce productivity. Therefore, you only need to concentrate on the features your sales team requires to get their work done efficiently.
What Are the Challenges that You Encounter While Using Mobile CRM?
Some of the disadvantages of Mobile CRM that you may face are:
Smaller Screen Size
The major challenge while using a mobile CRM is that you won’t be able to see all the information at one time because the screen size of mobile devices is much smaller than desktops.
Furthermore, you won’t be able to open multiple tabs simultaneously — just like you open on your desktop or laptop.
Hence, mobile CRM will not be your ideal option if you have to analyze a bulk of data.
Difficulty in Managing Complex Tasks
Mobile CRM is typically a “System of Action” that forces sales persons to take action like calling or messaging leads.
Since it is developed to deal with easy tasks, it may not be efficient enough to manage complex reporting dashboards or workflows.
For this purpose, the desktop version will serve you the best.
Lack Email Based Features
Mobile CRM does not contain some powerful email-based features, e.g., single-click mail merges to send bulk emails and automated email drips.
Hence it is only suitable for a business person who primarily uses smartphones and apps like iMessage, WhatsApp, phone calls, etc., to get in touch with their customers.
In a nutshell, businesses and organizations that want to increase their sales and productivity should use mobile CRM. It will help them to access all vital information in real-time anywhere around the globe.
Above, we have shared all the necessary information regarding mobile CRM that one may need before buying software. We hope it may help you to build a stronger customer relationship and grow your sales.