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For Application Development & Delivery Professionals

Best Practices: The Right Way To Implement Mobile CRM

Adopt Mobile Solutions To Empower Employees And Drive Productivity

August 22, 2011

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Why Read This Report

Business process pros that support customer-facing employees agree: The primary value of mobile customer relationship management (CRM) is the ability to access and update business-critical information while employees are on the move. But three corporate constituencies — IT executives, business decision-makers, and employees — each have specific and sometimes conflicting goals and requirements driving their mobile device and application initiatives. Based on interviews with 25 business and IT professionals, CRM solution vendors, and professional services organizations, this report defines five key mobile CRM best-practice strategies and describes more than 50 tactics to make them stick. The most critical? Understand users' roles, information needs, and daily tasks and then pinpoint the use cases where mobility solutions can drive practical business value. Use the self-diagnostic tool to identify your best opportunities for success and foresee the pitfalls to avoid.

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Tools And Templates

Best Practice Assessments

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  • Mobile CRM Best Practices
  • Self-Diagnostic Tool For Mobile CRM Best Practices

Table of Contents

  • Mobile CRM Adoption Reaches A Tipping Point, But Creates New Challenges
  • Successful Adopters Use Five Strategies To Reduce Their Risks
  • Best Practice No. 1: Understand Users' Roles And Needs
  • Best Practice No. 2: Determine Business Objectives
  • Best Practice No. 3: Define The Mobile CRM Strategy
  • Best Practice No. 4: Choose The Right Technology
  • Best Practice No. 5: Follow The Correct Implementation Approach
  • Forrester's Mobile CRM Next Practices
  • Identify Your Challenges
  • Supplemental Material
  • Related Research Documents