Just the fact that this category has an acronym that is rarely explained as if to assume that all humans know what “CRM” stands for should be evidence enough that this is an industry stuck in the past and craving to move into a new era. If doing a good job managing clients is not a need that is unique to large enterprises (who often does not do a good job of client relationship management) then why is the industry ignoring the small business owner?
Well, to be fair, there are some good reasons. First of all, small businesses are not going to pay millions to use the software yet development costs are very high for these big applications. Second, many small businesses work in the field or away from a desk and simply don’t have dedicated staff to manage and update the software properly. We all know a fitness trainer, massage therapist, hair stylist, or some other profession that faces these challenges.
The World is Changing
Now that mobile penetration rates are hitting the 70% in the U.S. there is a different way to deliver an application to users in and out of an office.
App Developers have inspired a new generation of highly focused solutions that are easy to use. Yes, the unexpected byproduct of having to cram an application onto a tiny mobile screen is simplicity. There simply isn’t enough room to have multiple menus and navigational links taking users to endless screens. The developers who have embraced this have romanced customers by doing their homework to focus on the features needed most and leaving the rest out. The developers who keep trying to shove a desktop application onto a mobile device are missing the point. (no pinching please)
So what does it all mean for Customer Relationship Management? Change is in the air. I can feel it.
The attached article gives several great examples.
This post was written by Justin Shelby, CEO and Co-Founder or Artichoke Mobile Client Management
Artichoke is a mobile client management solution for self-employed professionals who work in check in oriented businesses.