Mobile CRM Blends Sales And Service Roles For Greater Competitive Advantage

摘要

In a world where margins are shrinking and enterprises of every size are streamlining their organizations, the need to build profitability and grow revenue has never been greater. Customer satisfaction, visibility to customers' needs and the ability to respond to them in near real-time becomes a critical competitive driver. With more satisfied customers, an organization can better grow margins while lowering the cost of service and improving cross-selling and upselling opportunities. But today's economic realities are putting pressure on companies to maximize their existing workforce, making it difficult to hire new workers in sales and service organizations. With this in mind, companies are looking for new ways to remodel their organizations for productivity gains - particularly by blurring the lines between sales and service roles. By extending the use of customer relationship management (CRM) applications to the edge of the enterprise via mobile devices, organizations can creatively expand their workforce to deliver outstanding customer satisfaction, achieve financial performance objectives and considerably boost competitive advantage.