Customer Relationship Management (CRM) is fast emerging as a critical part of an enterprise's competitive strategy. Over the years, CRM has transformed itself from being a mere web-based contact management and information tool, into a customer-oriented solution that enhances customer experience and automates processes.
There has been a rapid change in the CRM industry with the emergence of the mobile phone and the Internet as new tools with which to communicate, share, and use information. Over time, CRM solutions have evolved to become more advanced, thus enabling better information flow between different divisions and leading to increased customer value and satisfaction
The CRM Industry is expected to grow consistently in the coming years with analysts expecting the industry to be worth US$ 43.3 billion by the year 2009. The increase in the complexity of business processes, the increase in product range, the diverse distribution channels, and the increasing worldwide customer base have all contributed to the need for advanced CRM solutions from which organizations can benefit.
In addition to assessing the CRM Industry in terms of its growth and the parameters affecting them, this report focuses on the concept of Mobile CRM. Mobile CRM is an extension of the traditional CRM wherein a mobile remote access or wireless component application has been incorporated into the standard CRM system.
Implementing Mobile CRM
Implementing Mobile CRM offers faster and more accurate information flow to and among the sales force of an organization. Mobile CRM itself offers a competitive advantage to organizations that want to differentiate themselves from their competitors. The emergence of enhanced applications and new service model offerings from vendors along with an increase in the accessibility of high-speed wireless technology and mobile devices is prompting organizations to put mobility in the forefront of their CRM initiatives. This report also... [continues]
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