According to comScore, 176 million people in the U.S. owned a smartphone as of November 2014. That’s over 50% of the entire U.S. population that carries a supercomputer in their pocket. Sales, customer service, marketing, and every other part of your business is being revolutionized by mobile.
LinkedIn reports that 70% of clicks to sponsored updates happen on mobile and Facebook had 1.12 billion mobile monthly active users as of September 2014. Considering that there will be 5 billion smartphones by 2017, 75 billion connected products by 2020 (largely used on mobile devices), and consumers have downloaded 140 billion mobile apps globally, the mobile imperative has never been greater.
If you haven’t made mobile strategy in your sales, service, and marketing a priority, today is the day to start. For small businesses, resources are tight; you may think you don’t have the budget and resources to become a mobile business and implement mobile strategies. Below are some easy steps to get started turning your sales, service, and marketing organizations into mobile-first businesses.
Your customers and prospects are mobile and on-the-go. Your sales team and sales tools need to be able to keep up. Enterprise productivity apps to help your sales reps organize their tasks, plan their schedule for the day, or take notes from an on-site meeting on their phone are help your reps be more productive while on the go.
A mobile CRM can also help improve your sales team’s effectiveness with mobile analytics, sales intelligence, and account planning tools. 2015 is the year to rethink your mobile sales strategy and fully equip your mobile sales team. These Salesforce apps and features can help sales teams of any size sell faster and smarter while on the go.
The service team of the future is mobile. As customer service and customer experience evolves, it is rapidly moving onto mobile platforms. One place to start is with the access of data. Make service metrics available on your employees’ mobile devices so they can solve problems in real-time from anywhere. Real-time data access also helps your team deliver more personalized support.
Not only is your own organization going mobile, but your customers are also increasingly mobile. Work to implement an SMS-based customer service survey, a mobile app for support, or a support component to your social media team. All of these avenues can make a difference on the mobile service experience a customer has with your organization.
A great starting point for mobile marketing is to look at your website and email design. Design with mobile-first thinking. Responsive email templates and web design are great places to start optimizing your current programs for your mobile audience. According to Salesforce Marketing Cloud’s 2014 State of Marketing research, “42% of marketers rarely or never use mobile responsive design in emails.” Let your design have the greatest impact on all screen sizes.
You should also always keep the customer journey in mind. Focus on acquiring, onboarding, engaging, and retaining your mobile audiences. Each stage in the customer journey can be augmented by mobile touchpoints. Optimize these touchpoints for the best customer experience.