When a CRM is hard to use
Nussi Einhorn
Founder at Intent UX | Expert in Business Analysis, Product Strategy, and Digital Transformation for Web & Mobile Apps (UX/UI)
CRM software is intended to solve problems by offering a platform for enhancing productivity, efficiency, and revenue. CRM system implementation, on the other hand, can present its own array of issues.
It all comes down to the UX of the CRM software being used. Is it not user-friendly? Is it too complex? This is where issues arise.
Below are just some of the challenges that people encounter while using CRM software with bad UX.
Story 1: Information overload
?? ???Jackie opened a client record in your CRM and scanned it to find the email address of the lead. ??
she saw a lot of different things, which quickly became confusing. ????
All the information looked like one big jumble...!
This is where UX hierarchy will come in handy.
Story 2: New CRM, New Dilemma
Sarah needed a new CRM for her company. ??
She found yours and immediately signed up ??
after reading the marketing material ?? on your website,
which stated that it has easy-to-use marketing funnels.
What she didn't know though is that she would have to return to college
in order to create a new funnel! ?? ♀?
She'd have to go to settings, create new funnels, merge them into a campaign,
and make them active, all of which would exhaust ???? her from creating campaigns.
Sarah just wanted a simple and user-friendly campaign creator tool.
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Story 3: Creating complex triggers for lead
Sam was looking for a CRM that could automate some of his email outreach ??
to his leads at different stages.
He signed up ?? because your CRM tool looked good. ??
He attempted to create his first trigger campaign,
which took him more than 40 minutes to figure out because the key buttons ?? were
HIDDEN! ??
Story 4: One problem uncovers another
Alex ?? had finally decided to switch his sales pipeline from an Excel Sheet to an official CRM,
and he chose your CRM because it looked great. ????
They began implementing and using it (after six weeks of set-up)
Sam, a sales rep, attempted to log in ??? but ran into an issue.
The issue was... - the CRM was too complex. ?? ♂?
Many of the sales reps had other issues as well, so they ultimately decided
to discontinue using your CRM ?? and return to their old habits.
? If you want to train your salespeople to use a new tool, make sure it is user-friendly.
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CRM software, like any tool, should make people's jobs easier.
However, if the UX is bad, this may result in more complications, more work, and more time wasted.
This article aims to assist you in deciding and considering the type of CRM software you will offer and provide to your clients.
For a UX audit of your software, feel free to reach out here