Fierce competition is the understatement and increasing customer's demands are mammoth!
In such a competition, not just getting hold of customers, but making them happy is a hard nut to crack for the businesses. That's where the role of customer relationship management (CRM) comes in. CRM is in trends and not just a concept which is limited to the conferences or meetings. With a set of strategies, CRM is enhancing customer rapport and increasing bottom-line profit, which is the reason increasing number of organizations are adopting it.
According to Gartner research, "The worldwide CRM market will be worth $36.4 billion by 2017 and organization's productivity get increased by 15% where sales representative had mobile access to CRM applications."
This is really interesting to look for!
Are you in the planning to adopt CRM system for your business? Be it mobile or web based CRM, the best CRM software is the one that perfectly fit your business needs and drive maximum benefits. Before you zero in your choice to any CRM software, considering user experience is also of huge importance. As alongside usability of the software, how easy it is to use also matters.
Presently, customers are ready to pay huge bucks not for services, but for the experience they receive. This make UX Design and Development imperative.
Certainly, the next question- "Why UX matter?" is not going to pop-up in your mind, but "What is its significance for CRM" will definitely hit your mind.
Here, all the reasons are sum up that demystify why businesses should set aside a budget for UX while CRM customization and integration:
1) Guarantying CRM usability:
If CRM integration is done in the businesses just to make the system work, despite the system implementation stand or fall, then the upshot of its adoption or usage can't be predicted. This is something that neither businesses afford nor want.
To make employees keep using the CRM system, it must be ensured during the CRM customization that it should not present any inappropriate data, unrelated search results, inappropriate design, too many screens for navigation and works slower. Leveraging best UX design services, CRM system adoption and usage can be improved.
2) Brilliantly execute business plan:
Before CRM system integration and customization, there are a lot more things that's discussed such as purpose and scope is defined, which features to keep, what processes need to be automated, how to represent all the things, which features are crucial and what not to include. The brainstorming is done to make the system efficient and effective. User experience consulting services can help by analyzing business needs and goals, and then designing the system accordingly that's incredibly easy to use.
3) Check if product is designed keeping target audience in mind:
After choosing the right CRM solution that aptly match the organization needs, the next step is to design it according to the right audience. Testing the product once it is developed and designed will become costly because if customers won't get happy with design experience, then again a lot of time and effort goes into its re-development.
To not let this happen, it's better to get check the design usability at first before the development actually begins. UX designers can create the digital sketches simulating the logic of final application and then test it with end users directly to optimize the design and user experience.
4) Slash training and support costs:
With the upsurge of IT applications, no customer or employee like to sift through bundles of documents or files to get the work done. Increasingly, organizations are saying goodbye to the complex manual process. Even, the IT applications with poor navigation don't work.
Understanding the mind of end users, the bespoke CRM with intuitive UI is designed and developed. The groundbreaking experience help users to find everything at ease and train them with no hassle.
5) Increase employees throughput:
There are different CRM software available in the market that's integrated to empower business operations and workflow. Instead, in some CRM systems, the time spent in filling out illegible forms, closing annoying alerts, combating with popÂups, adding events and reading data tables reduce the working hours to a great extent and making businesses inefficient.
When scalable CRM offering great UX is adopted, employees can spend more time in analysis and real-time activities without getting stuck in tedious management tasks, which in turn boost up employees performance.
What's next?
CRM system developed for the customers is the holistic approach to get 360° view of customers. Investment in CRM is good to get an edge in the market and when it's designed leveraging fantastic user experience design services, the results would be amazing. Create the difference in the way your organization works and deliver wow design experience to the customers.
