What happens when CRM software hits every mobile device in the world?

That's the question CRM software vendors and buyers are asking after SAP's announcement of a major partnership with Sybase. By teaming up, SAP hopes that it can use Sybase's platform tools to make its CRM systems accessible from any kind of mobile device, from wireless smartphones to dedicated hardware tools.

Building CRM software that works on multiple platforms addresses many of the CIO community's biggest concerns about lock-in. With "consumerization" of hardware choices driving a mix of products in the workplace, partnerships like SAP-Sybase can result in CRM systems ready for universal adoption within client companies. Instead of arguing about how to deploy CRM systems on multiple hardware and software platforms, team leaders can collaborate on developing the kind of training culture required to make CRM implementation a real success.

As more vendors ship CRM systems with multiple interface options, client companies have already homed in on specific tools that let them serve customers more effectively. Many customers already clamor for mobile applications that tie directly into companies' CRM databases, such as trip planners, alert notifications, and mobile banking tools. Enabling customer service professionals to use mobile CRM tools will up the ante for companies who have not yet fully discovered how to leverage CRM into long term profits.