In a traditional sense, Customer Relationship Management is essentially concerned with the company-side activities that react and devise solutions to the customer data that is obtained from the company’s channels. Although they are important, these ideas and solutions from traditional CRM are entirely based on static data, and as such cannot account for wide and drastic changes in it.
In the big data era, it has become imperative for companies to come up with new ways to interact with customer data and provide more dynamic solutions. It is vital to note that the majority of all customer data today can be derived from the mobile platform, and failing to tap that channel can lead to an extremely significant loss in business revenue. This is why shifting focus to a mobile CRM platform is highly recommended for the bigger picture.
Opting for a cloud-based mobile CRM platform facilitates data exchange between the company and its customers in real-time. In traditional CRM, any essential reports were generated on a weekly or monthly basis, but the mobile CRM app gives you an interface with the data dynamically while providing highly relevant insight.
This is also beneficial for sales representatives, who have to constantly be on the field to capture leads. A CRM-equipped smartphone allows that sales representative to add or update customer data on-the-go, retrieve real-time product data and create invoices, all from the convenience of their mobile device.
Traditional CRM has a one-sided configuration, which basically means that the customer has no visibility or transparency on their orders and subscriptions. This may result in misunderstandings, frustrated customers, lack of accountability, etc.
Mobile CRM equips a salesperson to provide all the relevant information about a customer’s orders to them. Whether it’s for tracking the location of an incoming product, or the status of a work-in-progress product, the customer has a complete view of the order. It even sets up the interaction between the company and the client – for example, any changes in the order can be approved or rejected by the customer – which boosts customer loyalty and makes them more likely to refer the company to their acquaintances.
Streamlines internal communication:
A company is divided into various functional units, each of which has a certain responsibility to keep so that the customer receives a satisfactory product or service. This divide between the areas calls for better data communication amongst them so that the company can work like a well-oiled machine.
Although traditional CRM does have systems in place for this purpose, they are becoming grossly dated in the modern context. To resolve this issue, a mobile CRM platform can be implemented that allows for seamless and timely communication between the departments.
Any update to order will require a gear to move, which may be further dependent on another one. For example, when an order is created, it must be forwarded to the production as well as the finance departments so that the details can be finalized and production can begin.