A beginner’s guide to mobile CRM
The phrase “the customer comes first” has been the goal of companies for many years.
After all, satisfied customers are likely to retain their allegiance to a company, provide good reviews and referrals, and lead to more sales.
Nowadays, businesses have a wide variety of new tools at their fingertips that can help them gain new customers and maintain effective relationships with the ones they already have.
These tools can boost sales, enhance employee productivity, and take customer satisfaction to new levels.
Efficient and automated
Most effective among these new tools is Customer Relationship Management (CRM) software.
Not only does such software provide services that are difficult and time-consuming for a business to achieve on its own, but they also provide them efficiently and often automatedly.
The software also improves workflow in a company’s marketing and sales force. For example, most CRM software:
- Draws on web traffic and social media to target new potential clients.
- Sets up databases that store a wide variety of information on customers in one place, making it possible to interact more effectively with customers, and to tailor messages to them.
- Alerts a company so it can respond quickly to messages.
- Assists a company with scheduling, invoicing and the sharing of documents.
Vastly improved communication
CRM software enables companies not only to reach out to potential customers more effectively than ever before, but also to easily communicate with existing clients and track progress with them.
They are as valuable in capturing leads and conducting online marketing as they are in following up and maintaining customer support.
CRM software is now taking a big step forward to help businesses cope with the new demands on their customer relationships.
It does so with the help of mobile applications, which make it possible for companies to monitor progress and provide response more quickly.
How mobile apps can help even more
The use of a mobile CRM app enables business staff to handle their interaction with customers remotely.
Wherever they are in the world, as long as they have access to the Internet, employees can access all the tools provided by the CRM software, whether on their tablet, smartphone or laptop.
No longer are employees tied to their office desktop. They can work flexible hours and as well as at times when the offices are closed.
The use of a mobile CRM app is an opportunity to extend response time beyond the conventional office hours, without having staff travel to the office and work at night.
Employees can also access and work through the CRM software while they are traveling.
Most mobile CRM apps have built-in protections against two employees responding to the same question at the same time, so any out-of-the-office communication conflicts do not arise.
Ways in which a CRM mobile app can help:
To follow up speedily on potential new customers
A significant challenge for most businesses is finding new customers who will use their service or to whom they can sell their products.
CRM software enables companies to reach out to potential leads – in many cases even automatically.
It is often as important, however, for a company to follow up on potential leads.
Most of the time – and depending on the nature of the business – people do not respond immediately to a first marketing attempt. As a result, a follow-up is as important as the first initial contact.
Sometimes such follow-ups involve responding to questions about a company’s products or services.
Yet, if that response doesn’t come quickly enough, people might end up losing interest.
The use of a CRM sales mobile app means that employees can respond quickly to queries from potential customers, regardless of where they are in that moment.
To respond quickly to clients through online communication
Today, it’s important that businesses respond as quickly as possible to questions or problems coming not only from potential customers, but from existing clients as well.
With CRM software, there is no need to scour e-mails or check out the source of the question.
The tool will automatically alert employees and inform them about whether the person asking the question is a regular client, a new customer, or someone with whom they have never had contact before.
Because a mobile CRM app can be accessed online, it increases a company’s efficiency in handling responses.
This not only contributes to a good relationship with the client, but will likely result in the client recommending the company to others, too. More customers, more sales.
In addition, through the use of a mobile CRM app to monitor a chat room, an employee can answer a customer’s questions in real time.
To provide quick answers to problems
Should the question or complaint from a customer involve something that needs to be corrected, an employee with a CRM app can check out the source of the complaint and work to have it handled as soon as possible.
Again, the customer will be impressed, making referrals more likely.
To assist with scheduling and document sharing
The use of a mobile CRM app means that employees can be alerted at any time to scheduled appointments, saving them time in having to go to the office to check their daily calendars.
Employees will also not have to go to the office to access documents on their computers and share them with fellow colleagues. A mobile CRM app can handle all of that for them.