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Mobile has taken over consumer applications. The average consumer in the US spends 87 hours per month on their smartphones, and 90% of that time is spent in mobile apps. Enterprise mobile applications, so far, have lagged behind these adoption rates, but this is changing. The enterprise mobile app market is growing at 10%, and will be a $90B market by 2020.
The primary use cases for the growth in mobile enterprise are field sales or services apps. On their way into a prospect meeting, being able to check some quick details about the prospect and the opportunity, can be a big help to a sales representative. Mobile apps help field technicians, financial service professionals, and even healthcare providers do their jobs better and more efficiently.
What About Customer Success
We maybe don’t immediately think of customer success professionals as field employees, but they often spend a significant amount of time visiting customers. Moving quickly from one meeting to another doesn’t always afford time to dig into customer details. Even with the best preparation, it can be helpful to get a quick refresher about the customer and how they’re using the products ahead of a meeting.
Usage data can be especially valuable. Understanding how often a customer uses a product, how many users they have, what parts of the product they use, and who are their power users can shape the meeting agenda and help a customer success rep know what topics to cover.
Customer Usage Data on the Go
To help customer success reps stay informed on the go, today at the Pendomonium conference, we introduced a new Pendo Mobile App for iOS. The app provides “at-a-glance” access to account and visitor analytics in Pendo.
App users can see how usage is trending for a particular account, what pages and features of the application they use the most, and quickly identify power users – all directly on their mobile device. The app also allows you to look at a particular visitor and see how much time they’re spending in the application. Many Pendo users pass important customer information like ARR, plan level, contract length, or renewal date to pendo in order to segment usage data. The mobile app also provides all of these fields in a quick summary, allowing a success rep to easily see important account details.
Anyone with a Pendo account can download the app from the App Store and use it today.
Capturing Mobile Usage Data
As more and more enterprise companies offer mobile versions of their products (as we just have) there comes an imperative to collect usage information. It’s challenging for product teams to translate complicated enterprise workflows to a small screen, and customers often have high expectations for their mobile experiences. Knowing the extent to which mobile versions of a product are adopted and used can be an important indicator of how well product teams are meeting these challenges and help in setting development priorities. Not only do Product teams need to understand how their mobile applications are used, but they also need to look at that usage in the context of their web users.
Pendo’s SDK for iOS allows you to instrument and capture usage data from the mobile version of your application. With Pendo installed, you can see which visitors and accounts are accessing your mobile app, how much time they spend in your app, and how active they are. You can view this data side-by-side with the visitor and account metrics of your Web application.
For more information about instrumenting your mobile app, see the Pendo client library in GitHub.
Sources: ComScore, Mobile Marketing Report, 2017 & Strategy Analytics, State of the Mobile Enterprise Business Applications Market, 2015