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    Edwards Wildman's Mike Bennett Analyzes When Mobile CRM Goes Too Far in CRM Buyer

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    Mike Bennett, an intellectual property partner in Edwards Wildman's Chicago office, discussed how mobilization is getting to the point when some apps are mobilized, whether they needn't or shouldn't be in CRM Buyer. In the article, "When Mobile CRM Goes Too Far, Part 2," Bennett said that companies that use mobile applications can be more responsive to their customers, garnering good will, "but all of that good will can be lost, quickly, if sensitive data about the customer is lost." Furthermore, Bennett continued, "Mobile devices allow easy access to vast databases of information about customers. But mobile phones and tablets are easy to lose, too." An employee who loses a mobile phone in a cab may put the company in the embarrassing position of having to report that loss to its customers if the phone allowed access to the company's CRM system, he said. "Depending on the type of information stored, the company could incur substantial liability." According to Bennett, there is another unfortunate scenario that could unfold depending on local laws and what they require a company to reveal. "Sometimes, CRM systems are used to store unflattering information about a customer, such as payment history and prospects for future sales," added Bennett.

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