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TIME WAS, SALESPEOPLE marched into the field armed with clunky binders and clumsy briefcases crammed with all the materials they could carry from the office. Now that wireless software is catching up with the built-in capabilities of personal digital assistants, cell phones and laptop computers, more and more salespeople can tap into a wealth of customer information-- unencumbered and untethered.
"By opening up a wireless channel, you start to improve customer service," said Phil Lopez, a partner in Accenture's communications and high-tech practice. "You're allowing the enterprise to leverage all of its resources and anything that is in its CRM database. The result is the ability to respond much, much quicker, and recognize issues much, much faster."
Accenture recently developed a wireless CRM application with telecommunications and Internet giant Nortel Networks Corp....