Management (CRM) trends for 2019. Let’s conclude this series with some thoughts on mobile CRM. There is no doubt that mobile CRM will be one of the hot topics of 2019. However, the real question is whether it can be labelled as a simple trend, or if it is something more. Mobile CRM has gradually become the norm, and so offers interesting technological perspectives.
All companies know it: being there when/where your customers need you is the key to success. There is no question about the importance of customer experience. Nowadays, customers are more and more active on their mobile devices. A study by highlights that smartphones are the most-used device among digital natives. This means that in 2019, Customer Relationship Management will have to be mobile. The generation of digital natives has already begun to join the workforce, and will continue to do so, which is why it is very important to understand not only their new digital needs, but also their consumption habits.
Important information on customers (or potential customers) can be garnered from social media. Customer Relationship Management will rely more and more on these channels: Facebook, Messenger, WhatsApp, Twitter, etc. Companies are under increasing pressure to offer an ever more interactive and personalized relationship. With mobile CRM, sales and customer service teams can nurture the relationship with customers faster than ever before.
Similarly, evolving technologies can also help facilitate your customer relationship management. The Software as a Service (SaaS) model is becoming increasingly efficient and affordable. These developments combined with the deployment of the 5G network, mobile CRM will go from strength to strength.
In our previous articles, we have highlighted how Virtual Augmented Reality, Artificial Intelligence and the Internet of Things will become the major technological trends of 2019. Mobile CRM will complement these technologies and open up many possibilities for personalised services.
With mobile CRM, it will be easy to define automated processes to provide answers to your customers’ needs almost instantaneously (by using Facebook’s chatbots, for example). Gamification combined with mobile CRM can add an extra touch of fun and competitive edge to your personalised service.
There is no doubt that mobile CRM will be one of the hot topics of 2019. The real question, then, is whether it can be labelled merely as a trend or whether it will be something more. With the deployment of the 5G network and Saas offers – as well as the growing use of mobile devices and social networks – mobile CRM will be part of our daily lives.
Companies will have to take this on board if they are to offer high quality customer experience. If you want to be where your customers are to build a strong customer relationship, this will have to be via mobile devices.