Editor’s note: Ankur Jain is an investor at Nexus Venture Partners. Nexus invests in early stage companies across sectors in India and US, and manages $600 million in assets. Follow him on Twitter @Ankur_Jain_VC.
The rapid growth of mobile device use has created major gaps in CRM capability. As smartphone adoption has exploded, companies have scrambled to launch mobile apps, many of which are disconnected from an organization’s broader CRM capabilities.
Many organizations have little knowledge about the people using their mobile apps, how and why they are using them, how to effectively communicate with them, and how to support them — all of which are critical to providing a tailored mobile customer experience. Indeed, failing any one of these things can lead to users abandoning an app at a time when the competition among apps is increasingly fierce:
- The average phone in 2013 has 41 apps, up from 28…
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