Tips for Managing the Mobile Enterprise


By Daniel Eckert

The mobile device is changing the customer experience and forcing organizations to re-think how they engage with their customers and employees. While many companies are beginning to understand how mobile devices can be used to grow customer loyalty, generate new revenue streams, and improve customer experience, they may be slow to realize how decision-making, workflow, collaboration, content delivery, and having the right information at the right time can improve the employee experience.

Below are three things business leaders should consider as they begin to prepare for the evolving mobile enterprise.

Reluctance to think through and prepare for cultural impacts
Enterprise mobility is complicated, because it impacts almost every part of an organization. The generation gap between boomers and millennials cannot be overlooked.  Different groups have different levels of comfort with new technologies.

Insufficient understanding of the technology
Successful mobile strategies optimize the end-user experience by offering information and content via the device types and delivery methods users prefer. In fact, it’s no longer practical (or even possible) to limit the solutions to a single brand of device. So, instead of controlling the hardware, focus should be on software and services.

Failure to embrace failure
The business should embrace a fast-fail capability. Such a capability fosters low-cost mechanisms and processes that let an organization launch and run multiple mobility experiments at the same time. Short duration projects enable you to quickly validate what is right and what is wrong.  It's OK to build an app that will only be used for six months and then thrown away.  

Your biggest challenge is fighting the "we've always done it this way" mentality. To be successful, embrace new ways of doing things. Mobility isn't about gadgets - it is about how you do things.

Daniel Eckert is a director at PricewaterhouseCoopers.


3 Comments for "Tips for Managing the Mobile Enterprise"

  • Barry Schaeffer March 13, 2014 8:04 am

    Great article, thanks. I believe that the greatest challenge of the coming mobile era will be the cultural changes Daniel mentions.While there are many business functions compatible with remote work and completion, there are others, like innovation, true collaboration and decision-making that are more subtle and must be handled carefully least they be assigned to mobile work and suffer as a result. There are also different employee traits that can make either for success or failure in remote work.Currently, it seems that--as so often happens--the technology of mobile work is ahead of the social and cultural research and experience that will provide a foundation for business and personnel strategies that maximize the benefits of the mobile enterprise while minimizing its downsides.

  • Jeanne August 27, 2013 8:54 am

    Grade A stuff. I'm in your debt.

  • Emma Watson November 21, 2012 5:39 am

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