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What is Mobile CRM? A Complete Guide

What is Mobile CRM? A Complete Guide

Any entrepreneur who wants to provide great customer service and carry on with marketing and sales tasks on the go will be benefitted by mobile CRM.

It helps you view and manage important information in real-time wherever you are.

After all, with global web traffic jumping five times in just one decade – from 2012 to 2022, you simply cannot afford to ignore that sector.

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What is Mobile Customer Relationship Management (CRM)?

We know that CRM software contains all vital information about a company’s customers, helping businesses create and manage relationships with customers both potential and existing, improving customer service, and eventually boosting revenues.

Mobile CRM is simply mobile CRM software – a mobile app for CRM which you can use on smartphones and tablets; this means you have information at your fingertips when and where you need it.

Internet users are increasingly turning to their mobile devices to browse the internet, as it offers anytime anywhere access to data, and entails less effort.

Mobile CRMs aim to deliver a heightened customer experience that consequently improve sales.

Businesses can also enjoy better communication, increased productivity, manage data better, and build robust customer relationships.

Mobile CRM adds value for all stakeholders – management, employees, and customers.


Mobile CRM Benefits for Employees

Mobile CRM Benefits for Employees

1. Unified Database

Mobile CRMs enable sales teams to record, view, edit, and update customer information on a unified, central platform.

Employees can easily find the information they want, like customer details, and history of interactions whenever they need it.

CRM tools provide information instantly to empower your employees.

They are able to handle interactions better and foster stronger relationships with customers that lead to more sales and revenues.

2. Anytime Anywhere Real-time Data

All teams and employees use the same platform to store data, track details, record problems, and run marketing campaigns; with mobile CRM, you have the latest info at your fingertips whenever you want them.

Employees working in different geographies all have access to the same information in real-time, so everyone has exact knowledge of the status of a campaign, a customer follow-up call, and so on.

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3. In-depth Customer Insights

Employees will get the tiniest details about customers and their prospects, divide them into specific groups based on preferences, requirements, pain points, etc.

These insights will help you deliver personalized marketing messages to prospective and existing customers and sell them the correct product or service.

4. Enhance Productivity

By automating the activities in the sales process and centralizing documentation, mobile CRM solutions save a significant amount of time and effort.

It will also help in tracking appointments and eliminating data redundancy.

It is also helpful in identifying risks and opportunities, making sure all employees have access to whatever they need.

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5. Prompt Reminders

CRM mobile apps allow you to set reminders for follow-ups and meetings, so that you don’t forget a scheduled meet and miss out on a sales opportunity.

Employees may have multiple meetings scheduled, and this feature can be very handy indeed.

Employees can also keep track of all interactions with customers, which can help them in the future.

6. Meeting Preparation

It is important to be properly prepared for any meeting – especially so with customers; an ill-prepared employee may not be able to seal the deal and build a strong relationship with the customer.

It can also affect your brand reputation negatively.

With a mobile CRM, you can get all the information about the customer, allowing your employee to make the right pitch, and offer the right information, product, or service.

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7. Boost Collaboration

As different teams across the organization can view, access, and exchange information from one central dashboard, mobile CRM can foster greater teamwork and collaboration.

It boosts employee morale as they can easily communicate with their colleagues and get the requisite support for closing deals.

8. Anticipating Customer’s Needs

With detailed customer information at their fingertips, your employees can confidently upsell or cross-sell products.

Knowing customer preferences helps employees sell more and sell faster.

Knowing buying habits and past history of interactions can help your staff fulfil the needs of your customers.

In fact, it can help your employees to craft innovative and timely offers to entice customers.

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Mobile CRM Benefits for Customers

Strong Relationship

As CRM helps employees to provide tailored experiences and custom campaigns, offers, and pitches to customers, it helps them feel valued and important, and customers will be inclined to stay loyal to your brand.

When a business prioritizes their needs and provides personalized service, they can easily build trust and forge strong and long-term relationships with customers.

Mobile CRM Benefits for Businesses

Mobile CRM Benefits for Businesses

1. Customer Satisfaction

As we already saw, timely and personalized service makes customers feel valued, earning trust, loyaltỵ, and brand reputation.

This will help your brand grow immensely.

Customers will act as your brand advocates – and this works better than any marketing campaign you can launch.

2. Increase Employee Productivity

Mobile CRMs automate cumbersome, time-consuming tasks of low value, freeing employees to work on value-adding sales activities, and helping them focus on customers.

Helps to increase their productivity and generate more sales.

The increased collaboration results in faster achievement of business goals as well.

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3. Save Time

Time is of the essence for any business; by streamlining and automating many routine tasks, mobile CRM helps in saving a great deal of time, and effort as well. Eventually, this translates into higher revenues.

4. Analytics and BI

You can get reports, charts and graphs, and trends which show customer behavior; these analyses can help you to see what strategies are working and which ones need change or improvement for business growth.

In short, it helps you to understand your target audience better.


5. Improved Revenue Forecasts

By enabling sales teams to track prospects through the different phases in the sales funnel, they can instantly know what they have to do to convert the prospect into a customer – that is, close the deal.

Prospects are categorized into different groups like cold leads (old prospects with whom no follow-up was done), hot leads, etc.

This is helpful in analyzing every group minutely and creating appropriate strategies, and also in ascertaining how many deals can be sealed in a specific time limit.

Features To Look Out for in a Mobile CRM

Features To Look Out for in a Mobile CRM

1. Personalized Customer Profiles

This is an absolute must-have. Detailed customer information like purchase history, pain points, needs, likes, fears, demographic details, etc. helps in creating customer profiles that allow you to customize offers, products, and marketing strategies.

2. Built-in Calendar and Reminder

A reliable CRM app should have an inbuilt calendar along with reminders to help sales reps stay abreast of upcoming meetings and follow-ups.

It will help the team to stay in touch with customers too.

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3. Contact Management

A mobile CRM with a robust contact management feature will eliminate the need for toggling between different messaging apps and phone calls.

All the prospects and previous interactions will be displayed in one place, making it easy to contact anyone.

4. Detailed Customer Timeline

Regardless of which part of the sales funnel your customers are in, mobile CRM shows you where they are along with in-depth personal info, past purchase history, interactions, and follow-up tasks.

5. Lead Ads Integration

When your CRM mobile app integrates with ad platforms like Facebook, Google, Twitter, and Instagram ads, it helps to connect to your leads on a priority basis and update those in your contact list.

6. Smooth Navigation

Mobile apps are mostly used on the go, when you’re pressed for time; you need user-friendly interfaces and platforms, where you can navigate to wherever you want easily and quickly.

A mobile CRM should be lean and have the most essential features only.

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7. 3rd Party Tools Integration

It is a good idea to choose a mobile CRM that can be easily integrated with the communication tools and other business apps your company uses.

8. Flexible Pricing

Small businesses with restrictive budgets must select mobile CRMs that enable flexibility in plans; this could be in the form of various levels of pricing plans so that you only pay for what you actually need.

The plans should allow you to scale easily as your business grows.

9. Data Security

Data security

It goes without saying that data security is paramount in a world that is increasingly susceptible to cyber-attacks.

The mobile app for CRM must include ironclad security and encryption that protects your data, even if an employee’s mobile device is lost or stolen.

10. Activity Tracking

Mobile CRM should ideally include communication tracking – all interactions between customers and sales teams should be recorded and tracked to avoid duplication of those activities.

With the inbuilt communication tools, like instant messenger, etc., you can even streamline communication across the organization.

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11. Offline Work

The mobile app should be able to work in the absence of an internet connection, allowing you access from wherever you are.

The updates and alterations you have made will be automatically saved once you go back online.

11. Calendar Integration

Apart from integrating with business tools, the CRM app must also integrate your various calendars, centralizing information on meetings, deadlines, appointments, presentations, and so on, from your emails.

Important Considerations for Implementing Mobile CRM

You must make sure of the following:

  • Your CRM has mountains of confidential and sensitive information; hence you must take every precaution to ensure data security. It is especially important for mobile CRM where employees use their own devices which are more vulnerable to data breaches.
  • Your mobile app must be compatible with all the devices your employees use; before you implement a CRM, ensure that it is responsive, or buy compatible devices for your sales teams.
  • Maintain your focus on the important features; you can easily stray away from the essentials like marketing material, and get dazzled with shiny features you don’t really need. Nonessential features will create confusion and bring down productivity.

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Challenges In Using Mobile CRM

Challenges In Using Mobile CRM

1. Smaller Screen Size

A mobile device may not be able to display all the required info clearly at one time due to its small screen; it is also not possible to open several tabs at a time like on a desktop to make comparisons.

For analyzing huge data volumes, using a mobile CRM can be pretty challenging.

2. Complex Tasks Management

Mobile CRM drives sales reps to take specific actions like contacting leads – routine, simple tasks.

It is not ideal for handling complicated workflows or reports dashboards.

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3. Fewer Email Features

Some very convenient email features like mail merge with a single click, automated email drips, etc. are missing in mobile CRMs.

You may need to also use other messaging apps for this purpose.

4. Bottom Line

Small businesses that are aiming for growth and looking for ways to boost productivity, sales, and revenues, must invest in a reliable mobile CRM.

They will be able to access critical information where they are when they want.

Tranquil is a leading ERP software solution in GCC. If you’re ready to harness the power of mobile and cloud, schedule a FREE demo right away!


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