Social CRM: Small Business Depends on Mobile

By Kyle Lacy, Stephanie Diamond, Jon Ferrara

It’s not surprising that small businesses have also embraced mobile devices and Social CRM. They don’t have to grapple with the many issues that face the mobile enterprise.

For small businesses, the issues of productivity and savings loom large. Mobile devices are a great tool. In addition, mobile devices help small businesses level the playing field. They can create their own apps and interact with customers on social networks as well as or better than larger companies.

According to the AT&T Small Business Tech Poll 2012, when small business owners were asked to rate the importance of mobile technology for their small business, 66 percent said they couldn’t survive without it. In a very short time, the mobile device has become a necessary adjunct to any computer. But what do small business owners say about bringing on mobile devices?

In 2012, web.com Group reported the results of its Small Business Mobile Survey. The report found these three primary motivations for small businesses to use mobile technology:

  • Providing better service to customers

  • Attracting more local customers

  • Gaining a competitive advantage

If you’re a small business owner and can’t deploy all the mobile marketing tactics you want to, you’re in good company. According to the web.com survey, 64 percent of the small business owners surveyed have a one-person marketing team, thus preventing them from doing all the mobile marketing they would like.