A NOTE ON MOBILE CRM<br />PRESENTED BY-<br />Saurabh Singh<br />
INTRODUCTION<br /><ul><li>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.</li></ul> Mobile CRM is an extension of traditional CRM .<br /><ul><li> Implementing mobile CRM offers faster and more accurate </li></ul> information flow to and among the sales force of an <br /> organisation.<br />Increases business efficiency through automation.<br />Provides better understanding of customers.<br />Helps to identify profitable customers.<br />Helps to identify most profitable customers.<br />
<ul><li>Mobile CRM is moving toward being a solution for the masses.
Mobile CRM will allow a company to maximize its relationships with customers.
WAP and PDAs would contribute toward changing the face of CRM.</li></li></ul><li> CRM Architecture consists of three components: <br />Functional CRM<br />Analytical CRM<br />Interactive CRM<br />
MOBILE CRM????<br />“Extension of traditional CRM wherein a mobile, remote access or wireless component has been incorporated in the standard CRM”<br /><ul><li>Convenient
Efficient</li></li></ul><li>MOBILE SALES FORCE AUTOMATION(SFA)<br />MOBILE FIELD SERVICE MANAGEMENT(FSM)<br />
WHY MCRM&FUTURE GROWTH DRIVERS<br />Increase in business functions enhanced by mobile devices<br />Continuous need to access critical information in real time<br />Development of high speed wireless and networking connectivity<br />Since 2004, accounts for 10% of total revenue of CRM<br />Proper analysis of dynamic data<br />Data Quality<br />
Factors driving the growth<br /><ul><li>Increase in size and number of mobile force
Proliferation of mobile services</li></ul> (GPRS, WiFi, WAP, Wired/Bluetooth Connect)<br /><ul><li>Growth in use of mobile devices</li></li></ul><li>Siebel systems<br />Sibel mobile sales<br />Sibel field service<br />