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Basic testing is mandatory, Syed Hasan, CEO of ResponseTek, told CRM Buyer "Through the holiday season, all retail systems are pushed to capacity -- both with people and technology," Hasan pointed out. "Given the high amount of revenue generated in that short period of time, c...

Security is also top of mind for Syed Hasan, CEO of ResponseTek "Mobile CRM is potentially full of highly confidential company and customer information," he told CRM Buyer. "We live in a world where people do not protect their mobile devices in the same way that they do othe...

In actuality, the latter usually outweigh the former, said Syed Hasan, CEO of ResponseTek "Contrary to popular belief, only 25 percent of incoming feedback is from unhappy customers, and more than 43 percent will write to share a positive experience," Hasan told CRM Buyer. "Th...

"Your staff are often working on the road, from home, on the go -- so having the flexibility of being able to check in to customer feeds becomes more critical to efficient business practice," said Syed Hasan, CEO of ResponseTek. Mobile is now essential for those in field ser...

"Mobile CRM has a great opportunity to build loyalty and value by being contextual to the customer's experiences and perception of the brand," Syed Hasan, CEO of ResponseTek, told CRM Buyer. "The danger is that the CMO only sees mobile as a new channel for traditional campaigns, and misses the opportunity to gain information that will allow him to better target advertising and offers to increase conversion rates."

You only get one chance to get it right with customers, Syed Hasan, CEO of ResponseTek, told CRM Buyer. "So our suggestion is to make sure you design your mobile CRM app with this context in mind." Make sure there are additional security layers in the app so a login is require...

Security is also top of mind for Syed Hasan, CEO of ResponseTek "Mobile CRM is potentially full of highly confidential company and customer information," he told CRM Buyer. "We live in a world where people do not protect their mobile devices in the same way that they do othe...

CMOs are also recognizing the cross-over effects a mobile investment can have in other areas, such as service, Syed Hasan, CEO of ResponseTek, told CRM Buyer. Again, mobile is seen as one viable way to keep track of a customer's relationship with a brand as these technologies...

As goods and services increasingly become commoditized on a global scale, companies are looking for new ways to reduce costs, customer churn, and make the most of their existing customer base. In order to whittle down their overhead, many companies are looking at outsourcing their service delivery groups. But with the reward of efficiency comes the risk of customer disconnect. By placing a third party on the front lines, companies are potentially missing out on valuable opportunities to learn from their customers...