SUMMARY
This step-by-step guide describes how to determine your company's customer relationship requirements and how mobile devices can help you meet these requirements. Mobile devices are becoming more prevalent in business; therefore, you must determine how mobile devices can fulfill the customer service requirements of your company.
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How to evaluate your company's customer relationship requirements
Many companies have the following requirements for their customer relationships:
- Real-time data requirements
- Security requirements
- Portable information requirements
- Communication requirements
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Real-time data requirements
Many companies require current data about their customers. You may have stale customer information if you use earlier customer relationship management systems. If you evaluate your data requirements, you can determine if you require real-time information about your customers. You can also determine if you have to track orders or other types of market or sales data to give your company an edge over your competition.
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Security requirements
To evaluate your security requirements for your company's data, find out if your data is vulnerable, find out if information is lost because of improper security processes, and find out if any data is leaving your company to the competition while you are using your present system.
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Portable information requirements
To evaluate your portable information requirements, find out if your field staff must have access to information while they are out in the field. If so, find out how much information your field staff requires and find out if they must carry it with them. This information may help you determine the scope of your company's portable information requirements.
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Communication requirements
Communication between your central office and your field staff is important to your company's success. Additionally, field staff must be able to communicate with each other. To determine your communication requirements, review your present communication processes. Find out if you can communicate quickly with your field staff, and find out how frequently you must both pass information to your field staff and receive information from them in a timely manner. If you evaluate your communication requirements, you can determine if you have to improve your present communication processes.
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How to determine if mobile devices can help you meet your company's customer relationship requirements
After you evaluate your company's requirements, determine if you can use mobile devices to fulfill these requirements.
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Real-time data requirements
Mobile devices, such as Microsoft Pocket PC devices, provide real-time data transfer capability. For example, you can process application forms, and get back information immediately. If you use a Microsoft SQL Server CE device, you can store all of your application information locally. Furthermore, you can use a Pocket PC device to communicate by using wireless technologies; therefore, you can send information back to your company's central system for approval. You can store this information remotely and use it for market analysis or other reporting requirements. If you are a member of the field staff, you can both place and track orders while you are talking with your customer.
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Security requirements
Many modern mobile devices provide secure and reliable access to data. If you use encryption schemes and communicate with servers, such as a Microsoft Mobile Information Server-based server, your data is protected. Also, mobile devices use password protection to increase security.
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Portable information requirements
Mobile devices are portable devices. They provide information in a handy, light package. You can connect various peripherals to these devices, such as portable infrared printers and scanners. Also, you can use your device to meet with customers by using wireless technologies. You can take application forms from your customers and answer them immediately without having to return to your office. This functionality greatly reduces the time that it takes to process application forms.
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Communication requirements
You can use mobile technology to improve communication between you and your field staff. You can use push technology notifications to send information immediately to your field staff and improve communication between your customers and their account executive. For example, customers can use e-mail to contact their field person to ask them to change their order. If you improve communication, you can better serve your customer base and your staff.
You can use mobile technology to greatly enhance customer relationship management. If you take advantage of real-time secure information in a small portable device, you can increase communication with your field staff and customer base and improve your company's ability to compete in today's business environment.
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