The Smart Techie was renamed Siliconindia India Edition starting Feb 2012 to continue the nearly two decade track record of excellence of our US edition.

CRM 3.0: How Mobile will transform CRM

Abinash Tripathy
Founder & CEO-Helpshift
Friday, November 30, 2012
Abinash Tripathy
Headquartered in San Francisco, CA, Helpshif Inc, offers software-as-a-service that companies can use to manage their customer service needs on mobile. The firm recently raised $3.2 million in seed funding from True Ventures and Nexus Venture Partners

Customer Relationship Management (CRM) is one of the key categories in enterprise software that continues to grow at 13 percent on a yearly basis and is one of the leading areas where companies are investing a lot of time and resources. According to Gartner, spending on enterprise CRM software will grow from $12.9 billion in 2012 to $18.4billion in 2016.The major tectonic shift in the technology industry today is mobility and this will affect every major industry vertical segment.

To understand how mobility will affect the CRM industry, let us look back in time and see how this industry evolved. In 1994, when I started my career as an intern working for Oracle, the project that was assigned to me was to build a revenue forecasting system for internal use to help the sales leadership team be able to forecast revenue accurately. Even a mature company in the software industry did not have systems in place to do this and the fact that this "super critical" project was assigned to an intern can only tell you how important this was in the grand scheme of things.

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