Bill\’s Blog

We are seeing a lot of interest in mobile solutions, especially around putting CRM functionality on hand helds like Blackberries. The challenge is that while users are lookng for functionality that is similar to the laptop, the mobile device has constraints that put limitations on what they can do.

To keep mobile devices small, there are limits on memory on the device. The Blackberry Storm has 125MB, while most laptops today have 2-4 GB. The device memory will need to store contacts and emails. Different users will have different storeage requirements so the available memory may be vastly different by user. Some users may want to keep all their emails on their Blackberry. Also, as the devices become more capable, there are more applications to store as well as muli media like pictures taken on devices with cameras. The result is that what may work on one device within an organize may not work on another based on the users habits. This is a challenge that doesn’t generally exist on today’s laptops.

Network speed is another challenge. Mobile networks are getting faster, but still slow relative to WAN or wired connections. The data also has to go from the users servers through a mobile server, then through the network provider to the device.

Finally, the mobile world is not as homogeneous as the Windows laptop world. Different devices, even by the same manufacturer may have different versions of operating systems. Mobile carriers may also add difference to the devices operating system.

Mobile apps are a great way to get access to informaton when out of the office, but they do present challenges that are not always obvious to users or IT people starting out on their first mobile deployment.

CRM techology is intended to support a firm’s processes and strategies. Often, a firm will find a CRM implementation done several years ago is not supporting the business. The reason is that the CRM processes are no longer in sync with the business processes.

We see some common success factors with the CRM installs we have done over the past 10 years. Hopefully the factors will help companies looking at a CRM installaiton

I watched a video last week by Brad Wilson, the GM for MS CRM.  One of his notes was that CRM is 30% technology and 70% business knowledge.  We’ve always believed our domain knowledge and experience in the financial services business was a big value add, but Brad confirmed it.  Great to hear we’re on the right road