Usability can be the linchpin between failure and success.
Sandeep Walia posted a well done piece the other day on a critical success factor for new CRM implementations, which still are failing at over a 30% rate in the market as a whole. His point: get the usability side of it right.
Any business technology that affects groups and intended to make the group more productive is bound to the up against adoption issues -- never is this moire true than with sales talent. But unlike the accounts payable group, who are likely to quietly suffer under the burden of a poorly designed work flow, the sales team is well equipped the communicate the message of "this system is just terrible" and once that message catches fire, your CRM project will be hanging by a thread, to be sure. vsqp8t7d5m.
Read more here.
- Bob & Michael