CRM is a product of creative economy, a distinct step forward from the ear of knowledge economy. The focus has turned into innovative designs to compete with the change in the business core competency. This focus has brought forth a fresh perspective to the existing generation with user experience more targeted towards content, creativity, connection, collaboration and contextual representation.

Social networks have emerged and have become change effectors. Collaboration has become the focus with special emphasis on mutual value addition. Personal experiences have become key factors with significant user experiences translating into influencing factors in enterprise value chain. Web 2.0, twitter, and Facebook dominate the user and state of the art technology commands the infrastructure and software platform. Business is no more identified as a separate entity and it is evident that consumers drive business through content participation. Customers are two in one – social and a mobile customer.

Mobility is increasing factor towards important decision making and technology offers mobile services in ERP and VMN (virtual mobile networks) are fast becoming mainstream clients. Office in the mobile is becoming a catchy concept and particularly a time and cost saving implementation for the road worker such as police force and logistics department where information is power.

Mobile CRM provides the advantage of anywhere anytime access to information yet with the needs of total integration across clients, organization that cannot be minimized or ignored. Mobile CRM is a client tool that can be envisioned as a productivity enhancement factor integrated into the main system. It cannot sustain as a stand alone application. Maturity model of mobile CRM has already evolved in field service with maximum benefit and ROI reporting high returns. Mobile CRM has number of considerations in security, service providers, vendors, technology and cost to name a few. Careful evaluation should be taken up before opting for a Mobile CRM solution.