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Mobile CRM Insights for Businesses

The document discusses mobile customer relationship management (mCRM). It covers the growth of mCRM, benefits like increased sales and customer satisfaction, and major mCRM solution providers like Siebel, SAP, and Salesforce. It also summarizes two case studies of mCRM implementations at ADTRAN and Thomson Learning. Challenges of mCRM include expensive devices, network limitations, and data security. The conclusion states that organizations are increasing IT spending on mCRM as the mobile workforce grows.

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navpreetbakshi
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487 views16 pages

Mobile CRM Insights for Businesses

The document discusses mobile customer relationship management (mCRM). It covers the growth of mCRM, benefits like increased sales and customer satisfaction, and major mCRM solution providers like Siebel, SAP, and Salesforce. It also summarizes two case studies of mCRM implementations at ADTRAN and Thomson Learning. Challenges of mCRM include expensive devices, network limitations, and data security. The conclusion states that organizations are increasing IT spending on mCRM as the mobile workforce grows.

Uploaded by

navpreetbakshi
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPT, PDF, TXT or read online on Scribd
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Mobile CRM

PRESENTED BY:
Aarushi Kapoor
Aditi Chhibber
Navpreet .K. Bakshi
Nitin Mathur
Trishya Shukla
Flow of the Presentation
• About mCRM
• Factors driving the growth of CRM and
Benefits of MCRM
• Major Players offering CRM solutions
• Cases ( ADTRANS and Thomsan Learning)
• Challenges
• Conclusion
What is Mobile CRM???

mCRM???
Factors driving the growth
of Mobile CRM worldwide

•Increase in size of mobile


workforce
•Proliferation of Wireless services
• Growth in use of mobile devices
Benefits of Mobile CRM to
Business
• Add value to sales
process
• More Transparency
• High degree of customer
satisfaction
• Increase in ROI
• Differentiator
Siebel Systems Products
SAP AG Products
Salesforce.com INC
Case 1:Deployment of mobile
CRM at ADTRAN INC.
Key customers of the company:
• Local exchange carriers
• Inter exchange carriers
• Internet service providers
• Competitive Local exchange carriers
• International service providers
• Public and Private enterprise
• Original equipment manufacturers
Case 2:Implementation of
mobile CRM at Thomson
learning
• Offers diverse training and
educational needs.
• Serves Secondary, post-secondary,
graduate-level students, teachers
and learning institutions.
• Products are sold through direct
channels and worldwide network of
distributors.
Challenges faced by Thomson
• Equipping the sales team to provide wide range of
products to the customer.
• Organize customer contact info and sales related
data.
• Provide up-to-date info regarding product and price

Solutions Adopted
• Siebel CRM-integrated in laptops
• Upgrade Mobile CRM solution with Fujitsu life book
T3000 tablet PC.
Challenges

Expensive Mobile Devices: Devices


which are able to adopt CRM and SFA
capabilities are expensive.

Network: Most of the applications were


not designed for a network beyond
control of the enterprise.

Bandwidth Limitations: It managers


must have ability to manage and control
• Security Of Data: Because CRM has
crucial customer information.

• Use of open standards: Standards


should be such that can be easily
integrated with variety of back end
systems.
Conclusion
• Organizations have increased their IT spending

• Mobile CRM helps the field sales people connected and up to


date with company and customers records through wireless
communication.

• Today, we are seeing the path paved to true mobility. WiFi


networks are truly creating a mobile workforce for this with
wireless laptops.

• Mobile CRM will continue to be a hot trend, as most industry


visionaries recognize its importance. More than 60 percent of
the workforce will be using wireless devices by the end of
next year Many analyst firms predict that wireless CRM will
continue to grow by leaps and bounds for the next 4-5 years.
Some predictions indicated over a 36% growth in the wireless
CRM industry through 2009-10.

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