Software Advice surveyed salespeople using mobile CRM to determine how their system delivered key benefits and which features they regularly used.

1. Software Advice UserView:
Mobile CRM Software Report
Lessons from real software users

2. Abstract
Software Advice surveyed a random sample of 1,940 salespeople who use mobile
Customer Relationship Management (CRM) software in order to determine the
following:
• Which CRM features they access most regularly on smartphones and tablets.
• What kinds of benefits they realize through mobile CRM access.
• What they believe are the most important requirements for a mobile CRM
system to meet.

3. Devices Used to Access CRM System
0% 20% 40% 60% 80% 100%
Percent of Sample
Laptop
Desktop
Smartphone
Tablet
Nearly half of all CRM users say they use smartphones (48 percent) and/or tablets
(45 percent) to access their CRM system.

4. Number of Devices Used to Access CRM System
29%
20%
19%
33%
1234
Nearly all CRM users (81 percent) say they access their CRM using multiple types
of devices, with 29 percent using laptops, desktops, smartphones and tablets.

5. Impact of Mobile Access on CRM Data Quality
9%
9%
29%
53%
Greatly improves
Moderately improves
Minimally improves
Does not improve
Over half of mobile CRM users (53 percent) say that having access to their system
on their tablet and/or smartphone greatly improves the quality of their CRM data.

6. Top Benefits Realized Through Mobile CRM (by Devices Used)
Increased efficiency
Better decision-making
Better follow ups
Higher end user adoption
More deals closed
None of the above
0% 10% 20% 30% 40% 50%
Percent of Sample
Tablets & smartphones Tablets Smartphones
Of those using both tablets & smartphones, 50 percent say that mobile CRM
increases their efficiency, and 42 percent say it improves decision-making.

7. Most-Used Mobile CRM Applications and Features
0% 5% 10% 15% 20% 25% 30% 35% 40%
Percent of Sample
Sales content management
Review/input customer info
Sales reporting and analytics
Business card scanning
Geolocation
Thirty-seven percent of respondents regularly use their mobile CRM system to
manage sales content, such as slide presentations and reports.

8. Top Requirements for Mobile CRM System
26%
36%
38% Seamless data sync
An easy-to-use native app
Offline access
When asked which requirements are most important for a mobile CRM system, 38
percent said data synchronization, and 36 percent said having a native app.

9. Amount of Experience With Mobile CRM
10%
13%
24%
20%
33% <6 months
6-12 months
1-2 years
3-5 years
>5 years
Over half of respondents (53 percent) reported using their mobile CRM for less
than a year, with 33 percent saying they used it for fewer than six months.

10. Learn More About Mobile CRM Software
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11. @SoftwareAdvice /company/software-advice
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