User Experience in CRM Systems

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User Experience in CRM Systems Case Study presented by Natti Eder, in UXIT 2014

transcript

CRM

Customer Relations Management

FOMO - Fear Of Missing Out

-

- follow-up

-

-

-

CRM

סביבת

העבודה

רעש

הסחות דעת

(לילה/יום)עבודה במשמרות

עמידה ביעדים

Easy-to-use, fast-to-deploy, feature-rich CRM solution providing enterprise-wide access to vital customer information-anytime, anywhere.

feature-rich

enterprise-wide access

anytime, anywhere

Eric Reiss The ergonomics of needs

Attitude Negative Positive

Expectations Negative Positive

Schedule

Environment

Origin

Urgent Leisurely

Stressful Relaxed

External Personal

The ergonomics of needs

Attitude

Expectations

Schedule Urgent Leisurely

Environment Stressful Relaxed

Origin External Personal

Negative Positive

Negative Positive

Account Info Opportunity snapshot Groups

Common tasks History Additional operations

+

+

+

Look up Results

All open

All Opportunities

Closed - Lost Closed - Won

Latest Opportunities

My closed Opportunities My History

My Open Opps

My Open Opportunities

My Pipeline

My opps only My history only

Look up Results

All open

All Opportunities

Closed - Lost

Closed - Won

Latest Opportunities My History

My closed Opportunities

My Latest Opps

My Open Opportunities

My Pipeline

History

Open Closed Won Lost

Latest

Look up Results Opportunities Pipeline History

?

Opportunity

Account

Broker

Reseller

Est. close

Close probability

Status

Opportunity

Account

Broker

Reseller

Est. close

Close probability

Status

Opportunity

Account

Broker

Reseller

Est. close

Close probability

Status

Opportunity

Account

Broker

Reseller

Est. close

Close probability

Status

Payload (Kg)

Quote Currency

Comments

-

55

GBP

Opportunity Snapshot Copy to email

BBC – Phase-6

Type of commodity

No. of pieces

Operator

Aircraft type

Aircraft reg

Summary

Route: LGW-LGW-LAX

Date: 23/04/2011

Selling Price: 100 GBP

Opened 21 days ago on 20/04/2013 – 15 days since

last activity

Account: BBC

Broker: Haynes, Keith

Reseller:

Estimated Close

30/06/2011

Quote Ref: A13

Fixture Ref:

Type: Cargo

Charter Type: AOG

Close Probability

1

Quote Currency

GBP

Comments

BBC – Phase-6 Edit

Charter Type: AOG

Search

Help Options Log Off Administrator

Sales

Opps

Leads

Prospects

Marketing

Accounts

History

Timeline

Calendar

Events

Reminders

More…

+

+

More…

More…

Back to Accounts LookUp History (+) Pipeline Opportunities LookUp Results

Services Contacts Products Attachments

Attachments Special additional Info

Status Open

Payload (kg) 650

Requirements

Groups

Common tasks

BBC-Phase-2

BBC-Phase-3

BBC-Phase-4

BBC-Phase-5

BBC-Phase-6

BBC-Phase-7

BBC-Phase-8

BBC-Phase-9

Detail Report E-mail Mail Merge Add Note New Meeting New Phone Call New to do Add sales Order

Sage SalesLogix

Recently Viewed Tools Configuration Reminders (0) New +

Status Open

natti@uxpert.comUXpert

www.uxpert.com