Amplify Customer Relationship Management By Going Mobile

Amplify Customer Relationship Management By Going Mobile

Amplify Customer Relationship Management By Going Mobile Connect better through mobile CRM

Desktop CRM systems are pretty powerful–but let’s face it, we use smartphones for work just as much, there needs to be something for mobile right?

Once a salesperson is disconnected from their workstation, they need something that will keep them in the loop. Especially that in reality, more salespeople are away from their desks. This doesn’t really mean that outside sales is back in vogue. It’s just that more and more sales processes can be done remotely, over the phone, over any phone.

As competitive as the sales landscape is, salespeople need to be ahead–especially when it comes to tools.

If a sales rep shows up at a demo and they’re near closing, where do they pull up all the client information needed to finally seal the deal? Do you expect reps to be carrying manila envelopes with folders? Of course not. If they pass up the immediate opportunity of closing the deal and say, “I’ll send the contract tomorrow,” there’s just too much risk there. There’s no deal until the software or product is onboarded.

Being disconnected and not having pertinent data just don’t cut it.

According to a study by Statista, over a third of the world’s population is projected to own a smartphone in 2017, an estimated total of almost 2.6 billion smartphone users in the world. This is a solid indicator that the world is going mobile.

Your salespeople need to keep up. Having a mobile CRM for your sales teams ensures their connectivity to information needed to succeed. It also boosts their productivity and selling hours.

Well, let’s get down to it and look at the five key benefits of adopting a mobile CRM for your teams.

Keeps data updated

It is imperative for salespeople to always be updated with industry trends, niche news, mergers, and general business updates. As much as they need to be on top of these, they also need to always be updated on the status of accounts, especially when they are in crucial sales activities like a client visit.

A mobile CRM tool will enable a sales rep to do this. On top of being updated, they also have the capacity to update the database itself when there are changes in the account while they’re with the client. They don’t need to wait to come back to the office to key in information, tag the client in the CRM, and so on.

Anyone in sales knows how important it is to keep the CRM tool updated. If the information in the CRM is not recent, there’s a chance to mix up messaging or make a mistake when communicating with the client.

Client visits are crucial especially in uncovering deeper pain points and issues on the side of the client. To provide the best service, this information should be shared through the organization close to real-time. This ensures that in the event the client contacts a member of your company, the message will be consistent and the client could get the best service possible.

Direct input

Top performing sales reps are always on. That said, it’s not unusual for competent sales professionals to get leads from unexpected places, even in the non-office setting.

Networking events are a great opportunity for prospecting. Good reps always have their eyes peeled for prospects they can chat up and qualify.

A mobile CRM tool will enable the rep to input leads into their database in real-time, eliminating the risk of forgetting or losing prospect information. When you have the info in the CRM, there is so much more urgency in getting the ball rolling with the prospect as opposed to just writing down info on paper or on your phone’s contacts. Mobile CRM makes it possible to input that info instantly, creating an entry for the new prospect.

 

Real-time reports

When the need to review business results come, management can get real-time reports wherever they are. Even when they’re on the move, they have access to the CRM  and client profiles. Most mobile CRM solutions also have the functionality of setting up alerts for certain sales events and metrics–say when a new deal is closed or when close rates are dropping.

Of course, periodic reports that serve as benchmarks for certain stretches are still valuable, but up to the minute data is key to implementing solutions quicker and reaping the rewards sooner.

Access anywhere

Reps who work with mobile CRM have all the in-CRM information available to them through their phones or tablets. Having this info on hand helps sales teams plan for calls. In fact, call prep is one of the top use cases for mobile CRM apps.

Through the mobile CRM app, sales teams have access to info about the client when they need to make an urgent call or a quick meetup. This data isn’t basic–the platform is robust. Most CRM apps give almost the same access as desktop CRMs.

 

Productivity boost

In a recent study, Nucleus Research reported that sales force productivity spikes up by 14.6% when sales reps have access to mobile CRMs. Having all the resources at hand allows sales reps to be always on and be in selling mode. There are no excuses to be made. And the boost in success brought on by doing more personalized outreach keeps sales reps revved up for the next sale.

 

How to drive mobile CRM adoption

It’s not uncommon to hear about failed CRM projects. A survey by the Merkle Group revealed that 63% of projects in large organizations don’t succeed. One would think that implementation and executive come easier to companies with access to more resources. A big chunk of these failures is implementing new software solutions.

Don’t fret, though. Your goal of implementing mobile CRM for your teams is still attainable once you know which nails to drive down the wood.

Research tells us that these are top reasons for failed CRM projects:

  • Low adoption among users
  • No consequences for non-adoption
  • No clear ownership of project and customer insights
  • Lack of management focus and executive sponsorship
  • IT not prioritizing CRM implementation

 

Adoption is one of the major key in driving the success of mobile CRM implementation–but high adoption seems to be elusive to many companies.

To help, here are some tips on driving mobile CRM adoption:

Select an app that people are likely to use

Okay, this sounds so obvious but hear me out. Choose a CRM that has a good record of high adoption. Look up trusted industry blogs, trade magazines, and also do your own research. If you’re tasked to choose a mobile CRM for your teams, of course, choose the one that’s easiest to use in conjunction with your desktop CRM.

Train hard and smart

Training hard doesn’t mean pushing pedal to the metal and speeding up the process. Training salespeople how to use a mobile CRM app takes great patience, so start with baby steps. Hold training sessions, tests, and workshops so your sales force is able to explore use cases and uncover ways to use the mobile CRM app to get more sales.

Share successes

Encourage your sales teams to share the progress they’re making through using the mobile CRM app. When employees share their particular experiences in getting better results, they’re demonstrating why adopting mobile CRM drives better performance across the sales force. This works much better than just telling them that mobile CRM works. By encouraging them to share, they become evangelists of going mobile.

Involve end users from the start

Even from the beginning where you’re still choosing the right mobile CRM for your needs, it’s important to involve those who will use it the process. When you involve employees in decisions that will directly affect their work, they will be more invested in the process and the goals you’ll set. You will also avoid employees who grow skeptical of new tools.

Communicate the value of going mobile

You understand the value of using a mobile CRM app, but does your team? There is no guarantee that sales teams can see the same benefits as you do, so clear your doubts by reaching out to the sales force and get them to understand the benefits of using the new tool. Show them how it would make their work easier and get them closer to their goals.

Integrate with existing and new systems

Your sales force uses various apps and programs to get the job done daily. A way to drive the adoption of mobile CRM is to integrate their tools to the platform. If you connect their apps, you’re cushioning the transition. Sales reps can still enforce their usual workflows while learning the ropes of your mobile CRM app. That said, choose a CRM that is capable of the integrations you need.

Mobile CRMs keep sales reps connected 24/7 while giving them the tools and resources to provide customer-centric, consultative selling to their prospects. It can’t be denied that adopting mobile CRM is now a crucial component of a modern, competent sales team.

There are hundreds of vendors out there, so choose wisely. Always keep your sales force in mind. The role of tech tools in sales is to make selling easier for your sales reps.

 

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Dan Sincavage

Dan is a Co-Founder of Tenfold and currently serves as the Chief Strategy Officer. Dan oversees the Tenfold sales organization, manages strategic partner relationships and works with key enterprise accounts to ensure their success with the Tenfold platform.