Best Practises, Data Collection, Mobile CRM
Mobility does not mean Usability
Mobility Does Not Mean Usability
Front RoW Solutions
Every CRM company claims mobility; the ability to engage with their system while working in the field. The challenge for these companies is to make their system (which was designed to be used on a computer) to be functional and usable on a smart phone. Usability is the number one reason for CRM failure rates and should be the number one feature you examine before making a CRM decision. Follow these simple rules to test the usability of your CRM:
1. Test it Yourself
Once you have completed these tasks ask yourself: Was it easy to learn? Was it fast and easy to use? Was it intuitive in its function? Did I need outside support and if so, was outside support available and effective? Did it help me improve my productivity?” Could I use this system?
2. do a small sales rep trial
3. Review the reports and analytics from trial
During a recently implementation for an organization with more than 200 sales reps in the industrial supplies industry, we had some interesting support challenges. To gives some insights, below are some of the calls that were logged into our customer support division. While these are amusing, my intention is to assist you in understand the critical importance of usability!
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