Applications such as Salesforce Service Cloud™, Salesforce Chatter, and Salesforce Communities are changing the nature of customer engagement. For years, businesses have talked about real-time engagement, responsiveness and immediacy. Now, finally, it's here. After all, how much more real-time or immediate can you be than engaging with someone on their mobile 24/7?

This represents a massive challenge for any organisation's processes and IT infrastructure. Companies are under pressure to quickly mobile-enable their applications. However, a robust mobile strategy is essential, if you want to drive maximum business value from these applications. Learning from the experiences of others can also make the difference between project success and failure. Following are five lessons drawn from our experiences with customers that have embarked on the mobility journey.

1. Start by understanding your environment
   The first requirement is to define the environment you want to create. Which devices will your users have? Will you use iOS, Android, Blackberry or Windows? Some of this information may already be spelled out in staff mobility or BYOD (bring your own device) policies. If not, talk to staff to gauge what they require and expect. 

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