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The impact of design is utilization. One of the biggest problems with CRM is that staff doesn't use it. CRM companies want to blame the store for lack of management, lack of training, etc. But generally, the workflow is horrendous and users come to the conclusion that the juice isn't worth the squeeze.CRM is a tool -- if it's easy to use and provides a value to the users, it will be used. And a tool doing its job is generally valuable.You can make the point that unless there is good utilization, not many of the other metrics matter.
The impact of design is utilization. One of the biggest problems with CRM is that staff doesn't use it. CRM companies want to blame the store for lack of management, lack of training, etc. But generally, the workflow is horrendous and users come to the conclusion that the juice isn't worth the squeeze.
CRM is a tool -- if it's easy to use and provides a value to the users, it will be used. And a tool doing its job is generally valuable.
You can make the point that unless there is good utilization, not many of the other metrics matter.
