mCRM : PROVIDING CRM SERVICES INTO YOUR POCKET

BY RITESH KUMAR SRIVASTAVA Faculty IT ICFAI National College GORAKHPUR ABSTRACT Customer Relationship Management(CRM) is an enterprise-wide corporate strategy for presenting complete information to the customer and let organization to decide their objective towards success. It responds to issues relating to sharing customer data and providing a seamless contact and fulfillment experience for the customer. CRM front-end applications usually integrate with backend systems such as accounting and manufacturing for a true enterprise-wide cost reduction solution. Usually this front end needs to be very effective as it directly targets toward end users. It encompasses the roles and responsibilities of those employees who directly work with customers. This involves a range of mobile employees including sales representatives or account managers, field service personnel, and customer support staff. Mobile CRM is emerging into the mainstream as an excellent method of relaying information between marketing and sales personnel. Busy sales and marketing professionals on the road can now communicate quickly and effectively through mobile CRM. Mobile CRM refers to the use of a mobile device to conduct any CRM related activities, including mobile phones, PDAs, and laptop computers.