To all my readers, I have some discussions recently with other CRM experts on the current state of mobile CRM. Here are my thoughts:
CRM vendors are continuing to develop and release CRM application modules, especially those that are bundled with or work on a large variety of handheld and/or wireless devices. These include PDAs (with various operating systems), and smart phones that support wireless infrastructure technologies like CDMA (Code Division Multiple Access), GSM (Global System for Multiple communications), TDMA (Time Division Multiple Access), CDPD (Cellular Digital Packet Data), SMS (Short Messaging Services), and packet radio networks. The smart phones use the cellular network—not wireless hotspots—to transfer information, which means the user does not have to go to a Starbucks or hotel lobby to access data in the CRM system.
Platform standardization, such as the industry trend towards Service-Oriented Architecture (SOA), is making it easier to implement and integrate mobile solutions with an enterprise. SOA platforms provide flexibility to bring together application data from disparate applications and data sources for sales reps in the field.
The release of Apple’s iPhone, along with the announcement of the release of a Software Development Kit (SDK) for the iPhone will further expand the number of mobile CRM offerings as the iPhone is the first smart phone with Broadband Internet connections. The popularity of smartphones and the entry of the Apple iPad tablet computer furthermore boosted the number of mobile devices accessing the Internet to 1 billion at the end of 2009. IDC predicts that there will be a new emergence of mash-up generation of mobile device business applications that will utilize social and collaborative networks and derive analytics from these networks. Consequently, the main effect of the mobile CRM trend will be that wireless components will increasingly allow users to make business decisions in real-time, while simultaneously creating analytics in real-time; all of which points toward the growing direction of Real-Time CRM.
FYI, here is a very informative article on the current state of CRM and mobile enterprise: http://tinyurl.com/2avsbcn
To all my Blog readers, please feel free to post any comments on any of my posts on my Blog. I welcome and encourage discussion/debate on my Blog postings.