Customer Relationship Management System

Running Head: CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM
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CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM
5/15/2019
The report has been prepared so that the major issues in the mobile CRM can be addressed. In this
report the important of the customers relationship management is stated which helps in building the
relationship between the customers and also manages their information for the better productivity.
In this report the major four major issues has been addressed which are strategy of the mobile CRM,
benefits of the Mobile CRM, challenges and the technology of the mobile CRM. So it has been
analyzed that mobile CRM technology is very essential in the company as employees of the industry
as they can work with more flexibility and also access their work remotely. The use of the mobile
smart devices helps the employees to work with the freedom which also builds the good relationship
with the company.

CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM 1
Contents
Introduction.................................................................................................................................................2
Literature review.........................................................................................................................................3
Strategy.......................................................................................................................................................3
Benefits.......................................................................................................................................................4
Challenges...................................................................................................................................................5
Technology..................................................................................................................................................7
Conclusion...................................................................................................................................................8
References...................................................................................................................................................9
Appendix...................................................................................................................................................11

CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM 2
Introduction
Customer Relationship Management is the process or the strategy which helps in managing the
relationship of the organization and also interacts with the potential customers. With the help of
this system, any organization can improve its profitability, streamline the process and also stay
connected with their customers (Kim, et al., 2015). The main goal of the CRM is to improve the
business relationship so that more productivity can be done in the organization. Mobile CRM is
needed in the organization as it is the tool which connects the people through mobile devices
such as tablets and smartphones. With the help of the CRM mobile, the companies can easily
access the customer’s data with the cloud CRM and it is helpful for the sales team. It is helpful in
delivering the information of the customers and also manages their relationship (Gelogo and
Kim, 2014). Nowadays people are more connected to Mobile CRM such as smartphones,
internet-enabled devices, tablets, etc. which is helpful in making the good relationship.

CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM 3
Literature review
Strategy
As per the author, any business organization needs the CRM strategy of the company. To
increase the sale of any company and to improve the profitability factors the CRM as a strategy
is very effective as it maintains the relationship with the potential customers. Earlier there was
the use of desktop internet usage but nowadays the mobile internet usage has taken place. The
growth of mobile usage has been seen at the extent level as traffic from mobile devices is
continues to grow (Aziza, et al., 2015). So, mobile strategy in CRM is very essential as the
organization becomes more flexible. To increase the productivity in the organization it is not
important to only boost with the CRM but also important to have the mobile-friendly CRM. Any
industry and organization can easily access to the people through mobile users as active phones
currently in the market can react immediately to the customers (Chene, et al., 2016).
Mobile CRM offers the services of the internet facilities and also helpful in maintaining the
relationship with the customers as to access with the mobile is quite easy. The main aim of the
mobile app is to design the CRM and to provide social media experience. The industries use the
SAP cloud for the mobile services as it is helpful on reducing the churn and also helpful in
increasing the demand of the social media customers (Gai, et al., 2017). The strategy of the
company is to adopt the best tool provided by the SAP as it supports the customer related process
and also integrates with the supply chain management.
The CRM strategy is also to compete with the graphics and interactive messaging so that
customers attraction can be build up and the customers get the maximum entertainment. The
CRM strategy is to reflect the huge number of trends in the mobile. The strategy is to engage the
customers in using different apps (Guerra, et al., 2017). The strategy is to include the mobile in
the traditional CRM initiatives so that each customer’s pictures can be more elaborated.