By 2015, companies will generate 50 percent of their Web sales via their social-media presence and mobile applications, according to Gartner, Inc. As context gains importance, analysts revealed eight dos and don’ts to leveraging context-enriched mobile applications in customer relationship management (CRM) to drive sales and increase customer satisfaction.
“By 2015, context will be as influential to mobile consumer services as search engines are to the Web and information about customers will no longer be limited to data stored in company-owned systems,” said Gene Alvarez, research vice president at Gartner. “Context information can be about identity – such as who you are and your calendar, environment – where you are and the device you use, process – things you do and what you allow and community – who is in your networks and who you communicate with. If used correctly, context information facilitates the move from e-commerce today to contextual commerce tomorrow.”
This slideshow highlights the eight dos and don’ts Gartner identified for context-enriched mobile applications.
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