The current scenario of Mobile CRM in the fast-evolving technology space. The traditional ways of CRM are changing rapidly. A presentation by Hridja.

2. CRM is a philosophy and a business strategy,
supported by a system and a technology,
designed to improve human interactions in a
business environment.

3. CRM market share worldwide grew 13.7%
from $18 billion in 2012 to $20.4 in 2013.
Salesforce.com is the market leader worldwide
with a market share of 16%.
Salesforce.com grew 24.7% faster than the
nearest competitor from 2012 to 2013.
North America CRM sales were 52.9% of the
worldwide market in 2013.

4. The Business World Change
– Product/Demand driven corporate ecosystem
– Customer driven corporate ecosystem
– Customer ecosystem
– The Era of the Social
Customer
Pre 90s
Late 90s to nearly present
Present

5. Can sit in your car and quickly check a
customers’ data before entering a meeting?
Or enter the meeting notes right after the
meeting?
Takes no additional space and can
be carried anywhere
PC era is behind us

6. The Mobile Economy
• Mobility becoming an increasing factor in the
intertwining of personal and business life –
affects both customers & company employees
dramatically
• Technology advances are lightning fast
– Samsung demonstrated 100megabit transmission
speeds in 35mph moving vehicle = 32 simultaneous TV
streams, a two-way conversation and data
transmission
– Multiply that by 10X for a fixed spot

7. • Large enterprises are adopting mobile
applications enterprises are adopting mobile
applications faster than planned

8. • Competitive advantage
• Speedy information flow
• Transparency in organization
• Getting the attention of the
customer

9. • Visibility into the pipeline
• Effective time usage
• Cost effective expenditures
thus increased ROI

10. The Operational advantage
For management
– Pipeline visibility in real time;
– Easier and multichannel communication with your
sales or field service folks.
– An empowered sales force that likes you
– Improved customer contact as damage
control/saves cost.

11. Happy employee?
• Typical workday of sales person on the road is
longer than 8 hours
– 9 to 5 is no longer the accepted nor acceptable
workday
• Field personnel especially will have to carry
out personal activities while on the road and
will do business when at home

12. Happy employee?
• The device they use will directly impact productivity
– Smartphone studies – Richard Hill (Powerhomebiz.com)
• Handheld access for sales will drive field usage of CRM –
82%
• Mobile will become an important tool for sales organizations
– 91%
• Improves relationships with customers
– Order management
– Sales information for customers
– Competitive intelligence
– Customer intelligence

13. The difference between this and
“regular” CRM?
• Not much – untethered “anytime, anywhere”
capabilities for CRM
• CRM still needs
– Voice of the customer
– Mission & vision
– Strategy
– Examination of business processes
– Deep knowledge of customer interactions
– Crafting of tools for customers
– “BEFORE YOU EVER CONSIDER MOBILE CRM
DEPLOYMENTS”

14. • Expensive Mobile Devices
• Network
• Bandwidth Limitation
• Security of Data

16. Factors for growth of CRM industry
• The result of small and medium size businesses adopting CRM
solutions for the first time.
• Large enterprises adding to their initial CRM
implementations.
• Projected Growth In It’s Spending Worldwide.
• Increase In It Spending On Customer Facing Systems.
• Increase In On-demand CRM Implantation Among SMB
Segment.

19. Major Players Offering Mobile CRM solutions
Products offered-
a. Offline Edition
b. Offline PDA
Edition
c. Appexchange
mobile
Products offered-
a. SAP Mobile Time and Travel
b. SAP Mobile Sales
c. SAP Mobile Service
d. SAP Mobile Asset
Management
Products offered-
a. Seibel Mobile Sales
b. Siebel Field Service