This paper presents an analysis of an usability evaluation a CRM (Customer Relationship Management) performed by a team composed of external usability experts jointly with a CRM staff. The evaluation process differed from a classical scheme known from former projects, including some new elements resulting from a specific context of this study. These novel elements resulted in reshaping the role of the CRM system and considering it as a specific back-stage on-line service for internal customers. Discussion of lessons learned from this unprecedented study concludes the paper.
Autorzy
Informacje dodatkowe
- Kategoria
- Aktywność konferencyjna
- Typ
- publikacja w wydawnictwie zbiorowym recenzowanym (także w materiałach konferencyjnych)
- Język
- angielski
- Rok wydania
- 2013
Źródło danych: MOSTWiedzy.pl - publikacja "A Cross-Team Collaborative Evaluation of a CRM System" link otwiera się w nowej karcie
