Chapter 7: Satisfying the Mobile Customer

Four channel strategies of the mobile customer framework (Fig. 7.1, p. 178)
  1. Channel Augmentation (information only channels)
  2. Channel Extension
  3. M-commerce channel design
  4. Multi-channel, multi-technology synchronization
Linking mobile CRM (customer relationship mgt) to E-business (Fig. 7.2)

Final thought - the changes made possible by the mobile economy are strategic and fundamental and they will unquestionably affect every company's value propositions and its relationship with its customers.