WHAT ARE THE EMERGING TRENDS IN THE AREA OF MOBILE CRM?
The ability for a global workforce to access a Customer Relationship Management (CRM) software solution anytime from anywhere has become a focus area for many companies. Sixty-five percent (65%) of respondents to a recent mobile CRM survey indicated that the impact of mobility solutions have caused an increase in budget allocation when planning a pending CRM initiative. Further, Sixty-five percent (65%) of respondents also indicated that they have plans to provide seamless accessibility to email, voice, CRM and all other sales applications for mobile sales reps within the next 12-24 months. Specific technology enablers that are most popular are on-the-spot demos, real-time collaboration between Headquarters-based managers and field staff, and bi-directional synchronization between hosted databases and handheld devices.
WHAT THE MOST CITED REASONS FOR SAAS CRM ADOPTION?
According to an Aberdeen survey of 260 companies for the benchmark report CRM Everywhere: The 2008 Software-as-a-Service Update, 42% of respondents indicated that the completeness of the CRM solution was the top criteria for selecting a SaaS CRM system. The ability to customize the CRM solution (29%) and, of course, pricing (25%) were also identified by respondents as top criteria. Finally, the ability to combine or integrated with 3rd party sources was identified by 24% of respondents as a valuable function.
Forty percent (40%) of companies identified as Best-in-Class cited the completeness of the CRM solution as the top criteria. The ability to customize the CRM solution (29%) and pricing (24%) were also identified as important criteria, making the Best-in-Class responses consistent with the overall survey pool.
When it comes to selecting a solution provider, 66% of respondents indicated that demonstrated success in similar projects is the top determining factor when selecting a solution provider. A commitment to customer service (52%) and domain expertise (45%) also ranked highly among respondents.
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