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Mobile Devices, Management Structures and SMAC, Part 2
By Kevin Benedict
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January 29, 2013 11:40 AM EST
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 431
Last week a gentleman called asking my advice on mobile CRMs.  We discussed the size of his company and the specifics of his needs, but then he said something that was profound.  He said, "I don't think I need to collect and update a lot of contact information in the CRM these days, because it is all available online on social networking sites."  It is true!  I can track down just about anyone in seconds on my iPhone.

Today, if someone gets a promotion or changes job status, we can see that instantly on LinkedIn.  We can stay connected no matter if his work phone number and email changes.  The social and mobile CRM is upon us.

I was reading an Aberdeen report this week on SoMoCo (social, mobile, cloud) trends.  Here are the reasons companies said they are embracing the social CRM in particular:
  • Converse with customers on channels preferred by them (66%)
  • Provide information to groups of customers (54%)
  • Monitor customer sentiment (47%)
  • Collect customer feedback without solicitation (31%)
In addition, 66% of companies surveyed said they are using social channels to collaborate internally on customer issues.  My next article will explore how using social collaboration platforms and mobile devices used internally are changing the nature of management.

Also, I just finished a book entitled Social Business By Design that was quite enlightening.  I will be discussing this book and how it relates to mobility later in the week.

Read Part 1 of this Series here.


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Kevin Benedict, Head Analyst for SMAC, Cognizant
Read The Future of Work
Follow me on Twitter @krbenedict
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Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.
Kevin Benedict, Mobility Analyst and Consultant Follow me on Twitter @krbenedict

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Published January 29, 2013 – Reads 431
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Kevin Benedict is an enterprise mobility analyst, mobile strategy consultant, writer, speaker and SAP Mentor Alumnus. Follow him on Twitter @krbenedict. He is a popular speaker around the world on the topic of enterprise mobility. He maintains a busy schedule writing and speaking at events in North America, Asia and Europe. He has over 22 years of experience working with enterprise software applications and has built a mobile enterprise software company from the ground up that experienced 100% year-over-year growth for 4 straight years.