For this task, you will write an essay of no more than 2,000 words. Select one of the following topics: Mobile CRM, Chapter 2 (textbook, pp. 2-26 to 2-31) IPv6, Chapter 3 (textbook, p. 3-17 and pp. 3-39 and 3-40) Mobile Agent, Chapter 2 (textbook, pp. 2-41 to 2-48) An approved topic in mobile computing and commerce This choice allows you the freedom to explore newer topics in mobile computing and commerce technologies. Youust have your topic approved by your tutor. Please submit a topic proposal of no less than 200 words to your tutor before you begin work. Whatever topic you choose, your essay will involve exploring, explaining, and demonstrating the merits of the technology. You must provide an overview of the technology’s principles and functionality, a description of technical capabilities and restrictions, and a short example or case study that illustrates some of the technology’s more advanced features. The example/case study does not have to be real or complex, but must clearly demonstrate the technology’s important functionality.

Title: Mobile CRM: Exploring the Merits of a Dynamic Customer Relationship Management System


In today’s digital age, the proliferation of mobile devices has revolutionized the way businesses interact with their customers. Mobile Customer Relationship Management (CRM) systems have emerged as powerful tools that enable organizations to enhance their relationship with customers, streamline operations, and drive business growth. This essay aims to explore and analyze the merits of Mobile CRM, its principles and functionality, technical capabilities and restrictions, and provide a short case study to demonstrate the technology’s advanced features.

Overview of Mobile CRM:

Mobile CRM refers to the use of mobile devices, such as smartphones and tablets, to access, manage, and interact with a company’s CRM system. It allows organizations to extend their CRM capabilities beyond traditional desktop software to reach customers and employees on the go. Mobile CRM offers a range of features, including real-time data synchronization, remote access to customer information, and seamless integration with other business systems. It empowers sales teams to engage with their prospects and clients at any time, from anywhere, ultimately improving customer satisfaction and business outcomes.

Principles and Functionality:

The principles underlying Mobile CRM revolve around providing a user-friendly interface, enhanced mobility, and integration with existing CRM systems. Its functionality encompasses contact management, lead tracking, sales forecasting, customer support, and analytics, among others. The mobile interface is designed to be intuitive, allowing users to easily navigate through customer profiles, update records, and monitor sales progress. The system synchronizes data in real-time, ensuring that users have access to the latest information, regardless of their location or the device they are using.

Technical Capabilities and Restrictions:

Mobile CRM leverages the power of cloud computing and wireless connectivity to deliver its functionality. It relies on secure data transmission protocols, such as SSL or VPN, to ensure the privacy and integrity of customer information. Mobile CRM platforms are designed to be device-agnostic, supporting various operating systems, including iOS and Android, and enabling seamless data exchange between different devices. However, the functionality and user experience may vary depending on the device’s screen size, processing power, and network capabilities.

Case Study:

To illustrate the advanced features of Mobile CRM, consider a fictional case study of a global electronics company, ABC Electronics. ABC Electronics implemented a mobile CRM system to empower its salesforce, streamline operations, and improve customer engagement. The mobile CRM platform provided sales representatives with real-time access to customer information, including past purchase history, preferences, and interactions. This enabled sales teams to deliver personalized sales pitches, offer customized recommendations, and respond to customer inquiries promptly. The system also integrated with ABC Electronics’ inventory management system, providing real-time product availability information, allowing sales representatives to make accurate promises to customers and avoid overselling. As a result of implementing Mobile CRM, ABC Electronics experienced a significant increase in customer satisfaction, improved sales performance, and enhanced operational efficiency.


Mobile CRM offers numerous benefits to organizations by enabling seamless access to customer information, enhancing sales productivity, and fostering stronger customer relationships. Through this essay, we have explored the principles and functionality of Mobile CRM, its technical capabilities and restrictions, and provided a case study to illustrate its advanced features. The use of Mobile CRM is becoming increasingly essential in today’s hyper-connected world, and organizations must harness its potential to stay competitive and meet the ever-evolving needs of their customers.

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