If you were to ask a person what a CRM is few years ago, chances are that they won't know what you are talking about. Nowadays, almost everyone in the product and service industry knows about a CRM. In this article, I will discuss the next step to customer service, the mobile CRM.Before going into the details of mobile CRM for small businesses, let me you give a brief overview of what a CRM software is.
Customer Relationship Management (CRM) software is an electronic based data management tool that provides a business with a streamlined system of data gathering, storage, security and access. For example, the small business CRM software is used to store customer related information such as name, address, contact information and product or service availed of.
This information can be accessed by any individual with proper security clearance either through a local computer or online. Then the company can either assess a given customer or input some more information such as last time called, concern, and date of resolution. At any given time, different types of reports can also be made at the click of a button such as number of complaints type of complaints, resolution time frame and even disbursement dates. Always remember, a small business CRM can be tweaked to provide alerts at appropriate dates to make sure that a representative does not forget important dates such as deadlines.
Mobile Small Business CRM: The Next Step
A small business CRM allowed business owners to easily access information when they are in the office or if they have access to a computer. A mobile CRM allows the same business owner to access substantially the same information via mobile phones or tablet pc. This means that the ability to answer customer queries, access data and record data is always with you 24 hours a day, seven days a week.
A small business CRM in mobile form is not as simple as accessing the same information viewable through your personal computer. This is not practical given the difference in the size of the LED screen of a normal PC, even a laptop with that of a mobile phone or a tablet. Mobile CRM access means that a small business CRM must undergo a few tweaks to make information concise and better arranged to allow a slower processor to view and select data with ease.
Advantages of a Mobile Small Business CRM
Imagine yourself on a business trip with only your cellular phone or tablet on hand. Your employee or co-worker calls you and says he has your customer on the line and he wants to talk only to you. The customer is always right, so you access your mobile internet browser, enter your security code and you are now able to view the client's portal. You then take the call and smoothly process the transaction. Detractors would argue that your co-worker or employee can do the same job; however, actual business owners know that repeat customers are made through personal rapport and loyalty. Customers will also tell you that they prefer to talk to one representative so that he or she does not have to keep explaining the same thing over and over again.
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