Real-time mobile devices for CRM can have a wide-ranging positive impact on customer satisfaction through automation for both simple and complex functions. The more complex functions need the most attention to processes and bandwidth considerations. But only effective understanding of these functions by the organization and technology vendors will result in satisfaction becoming a realization. For successful implementations, organizations must use incentives to drive user adoption of customer-centric strategies and to realize whatever success metrics have been established.

That being said, deployment of these types of mobile systems is unwise unless an underlying strategy is in place with defined processes and integration needs. The strategy should also include a breakeven analysis of whether real-time synchronization is cost justifiable or not. Before organizations get too enamored with these solutions they first must understand what problem(s) they are trying to solve and identify measurable ROI.

[adapted from desintationCRM - Assessing Readiness for Mobile CRM]