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CRM
Customer Relations Management
FOMO - Fear Of Missing Out
-
-follow-up
-
-
-
CRM
‫סביבת‬
‫העבודה‬
‫רעש‬
‫דעת‬ ‫הסחות‬
‫במשמרות‬ ‫עבודה‬(‫יום‬/‫לילה‬)
‫ביעדים‬ ‫עמידה‬
•
•
•
Easy-to-use,fast-to-deploy,feature-rich CRM
solution providing enterprise-wide access to
vital customer information-anytim...
feature-rich
enterprise-wide access
anytime, anywhere
Eric Reiss
The ergonomics of needs
AttitudeNegative Positive
ExpectationsNegative Positive
Schedule
Environment
Origin
Urg...
The ergonomics of needs
Attitude
Expectations
ScheduleUrgent Leisurely
EnvironmentStressful Relaxed
OriginExternal Persona...
Account Info Opportunity snapshot Groups
Common tasksHistoryAdditional operations
+
+
+
Look up Results
All open
All Opportunities
Closed - LostClosed - Won
Latest Opportunities
My closed Opportunities
My Histo...
My opps only My history only
Look up Results
All open
All Opportunities
Closed - Lost
Closed - Won
Latest Opportunities My...
?
Opportunity
Account
Broker
Reseller
Est. close
Close probability
Status
Opportunity
Account
Broker
Reseller
Est. close
Clo...
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
Summa...
natti@uxpert.com
UXpert
www.uxpert.com
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
User Experience in CRM Systems
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User Experience in CRM Systems

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User Experience in CRM Systems

Case Study presented by Natti Eder, in UXIT 2014

Published in: Design
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User Experience in CRM Systems

  1. 1. CRM
  2. 2. Customer Relations Management
  3. 3. FOMO - Fear Of Missing Out
  4. 4. - -follow-up - - -
  5. 5. CRM
  6. 6. ‫סביבת‬ ‫העבודה‬ ‫רעש‬ ‫דעת‬ ‫הסחות‬ ‫במשמרות‬ ‫עבודה‬(‫יום‬/‫לילה‬) ‫ביעדים‬ ‫עמידה‬
  7. 7. • • •
  8. 8. Easy-to-use,fast-to-deploy,feature-rich CRM solution providing enterprise-wide access to vital customer information-anytime,anywhere.
  9. 9. feature-rich
  10. 10. enterprise-wide access
  11. 11. anytime, anywhere
  12. 12. Eric Reiss The ergonomics of needs AttitudeNegative Positive ExpectationsNegative Positive Schedule Environment Origin Urgent Leisurely Stressful Relaxed External Personal
  13. 13. The ergonomics of needs Attitude Expectations ScheduleUrgent Leisurely EnvironmentStressful Relaxed OriginExternal Personal Negative Positive Negative Positive
  14. 14. Account Info Opportunity snapshot Groups Common tasksHistoryAdditional operations
  15. 15. + + +
  16. 16. Look up Results All open All Opportunities Closed - LostClosed - Won Latest Opportunities My closed Opportunities My History My Open Opps My Open Opportunities My Pipeline
  17. 17. 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
  18. 18. ?
  19. 19. 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
  20. 20. Payload (Kg) Quote Currency Comments - 55 GBP
  21. 21. 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 LookUpHistory (+)PipelineOpportunitiesLookUp Results ServicesContactsProductsAttachments 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
  22. 22. natti@uxpert.com UXpert www.uxpert.com

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