Seven Ways Real-Time Mobile Solutions Can Maximize Your CRM Investment by Peter Semmelhack Chairman and CTO Antenna Software   November 29, 2005   Control is moving to the customer.  It is the result of an historical trend that’s unavoidably linked to the maxim H. Gordon Selfridge coined at the turn of the last century: "The customer is always right." We, as consumers, are flexing our purchasing muscles like never before and the effects on business-as-usual have been dramatic. Over the past ten years many companies have responded to this shift by implementing sophisticated customer relationship management (CRM) software systems in an effort to better understand customers' wants and needs.  Initially intended to help companies deal more effectively with customer touch points while providing a more unified and satisfying "user experience," CRM has, in many instances, been perceived as just another way for companies to gather much more detailed data about their customers with no measurable quid pro quo.  What do I, as your customer, experience from your $10 million CRM investment, besides an impenetrable voicemail system, more (albeit better targeted) junk mail, SPAM and cold calls?  It's unclear.  What is clear, however, is that customers will reward those companies that give them what they are looking for: better visibility into their vendors' organizations at all levels; accurate and rapid responses to queries and requests; clear communications channels; and, this more than anything, respect for their time, their most precious resource. As it turns out, there is a significant, parallel trend growing as well -- the move toward employee mobility.  According to IDC, close to two thirds of the US workforce will be considered mobile by 2008.  This trend is fueled by more advanced and capable mobile devices such as the RIM BlackBerry, Palm Treo and various PocketPC-based PDAs, as well as affordable data plans from wireless carriers. Companies are realizing that there is much to be gained by empowering mobile workers with the data that had been locked behind their firewall, in those sophisticated CRM systems.  By putting CRM data in the hands of mobile personnel who interface directly with customers, the data becomes real and actionable.  Instead of phone calls, customers see tangible results, in real-time. Instead of "I'll get back to you," customers get immediate answers from the person with whom they are meeting. While evaluating mobility benefits, increased ROI from existing CRM, ERP and other customer-related systems is often overlooked.  In fact, by including mobility, there are seven compelling benefits relating to CRM ROI. Increase the speed of communication If there is one inexorable fact of competition it is the need for speed.  Irrespective of organization, market focus or corporate mission, quickness and agility are key attributes in any company. Speed lets you respond more quickly to opportunities, recover from problems faster, outmaneuver competitors, and give customers more of what they want, immediately. Rapid communication equals visibility into all aspects of the business operation, enabling better decisions. Solid ROI metrics for almost any system are predicated on being able to institutionalize new processes and information rapidly. Increase the accuracy of information Speed is meaningless without accuracy.  The concept of "garbage in, garbage out," has never been more relevant.  If mobile technologies help increase the pace of business, then precision in execution becomes critical. Fortunately, there is no better place to correct and validate data inputs than at the point of entry.  Paper and phone-based processes inevitably result in errors of omission and/or commission. For example, sales reps could be restricted from ordering incorrect SKUs or entering pricing that does not reflect specific contract terms. Service personnel could be prompted to enter inventory usage details if they try to close a service call. There are enormous advantages to these types of validation processes; advantages that have a ripple-effect, adding substantial value to both vendor and customer alike. Close at the point of sale/service All sales and service activities have a beginning and end.  Of the two, the "end" represents the thorniest set of challenges. On the service side, for example, getting a signature to close a service activity and alerting finance that it can be invoiced is normally a congested, paper-based business process.  In fact, because the process falls between functional areas -- service and billing -- it frequently gets missed entirely, resulting in late bills or inaccurate information.  Sales people are even more susceptible to the challenges at the "end" or close of a sales activity.  But here again, having all necessary information at hand including contract language, product information, pricing, availability, etc., can substantially speed up closing activities and drive higher sales productivity. Increase face-to-face time Getting in front of customers is difficult.  Once there, it is imperative that the opportunity be maximized. Providing relevant data to customers, e.g., order statuses, service updates, etc., helps customers recognize vendor knowledge of their account, while opening dialog that otherwise would not take place.  Focused, accurate, and high-value communications between vendors and customers is the key to closing deals and maintaining satisfied accounts. Remove proxies Prior to the advent of reliable mobile technologies, companies relied on telephone interactions for all field activities. As a result, staffing and equipping call centers, help desks, and technical support was a costly but necessary activity. Primarily acting as proxies for field personnel, they delivered access to corporate data needed by field employees.  For example, if a sales person needed to know the contract details for a particular deal, he or she would call someone at the home office, who would then look it up and relay the information to the field rep.  The advent of reliable and accurate mobile technologies has obviated the need for these proxies across a wide range of functional areas. Eliminate information silos The software world has artificially categorized business processes into several, overused groupings such as ERP, CRM, SCM, ERM, etc.  The problem is customers don't see their businesses as a collection of acronyms.  Moreover, they are demanding that their suppliers stop treating them as such.  A typical sales person will reach across many software domains during the course of the day: from sales management, to order management, to financial management, to supply chain systems.  Mobile technologies allow mobile workers to access information in one continuous flow, regardless of where that data resides, CRM, ERP, SCM or otherwise.  This elimination of data silos offers enormous advantages with respect to responsiveness, flexibility and effectiveness. Move from Customer Relationship Management to Customer Managed Relationships With customers becoming more capable and competent decision makers via the drastic increase in quality data available to them, corporations are realizing the benefit of including them much earlier in their processes. One need only look at what Toyota is doing with its Scion line of automobiles, or what Nike is doing with its line of customer-designed footwear, to recognize that big changes are afoot (no pun intended). Customers are demanding more visibility into their vendors' activities, and mobile technologies are helping companies respond.  Gone are the days when it was acceptable for sales people to ignore the service side of the house and vice versa.  Every employee is a corporate ambassador and is expected to have access to immediate answers. The CRM revolution provided companies with the tools to capture, organize, analyze and act on the information generated from working with their customers.  Its impact is only now being realized.  But to get the most out of these systems, organizations must take the next logical step -- getting this valuable information from behind the four walls of the business to the employees in the field, working face to face with customers and partners.  It is there that information becomes actionable, where customers value it most and markets demand its presence.  The emergence of the mobile enterprise, long presaged but finally upon us, marks the next phase in customer-centric business processes and ultimately, real customer driven business. Author Bio Peter Semmelhack is the founder, chairman and chief technology officer for Antenna Software and leads the Antenna product strategy and management team. Peter is a frequent speaker at IT and Field Service conferences and tradeshows and has written numerous articles for industry publications. Prior to founding Antenna Software, Semmelhack founded the digital media production company, Antenna Tool & Die Co., where he led large-scale design and programming projects including Web sites, television commercials and CD-ROMs for ABC Television, Time Warner, IBM, MCI, and General Mills. Most notably, Semmelhack created and designed Microsoft's fall 1996 television ad campaign "Where do you want to go today?" in conjunction with Wieden & Kennedy. He has a BA in economics from Brown University.