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Abstract
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.
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- Category:
- Conference activity
- Type:
- publikacja w wydawnictwie zbiorowym recenzowanym (także w materiałach konferencyjnych)
- Title of issue:
- Proceedings of CHI 2013 Workshop "Made for Sharing: HCI Stories for Transfer, Triumph and Tragedy" strony 29 - 34
- Language:
- English
- Publication year:
- 2013
- Bibliographic description:
- Sikorski M.: A Cross-Team Collaborative Evaluation of a CRM System// Proceedings of CHI 2013 Workshop "Made for Sharing: HCI Stories for Transfer, Triumph and Tragedy"/ ed. Law E.L-C., Hvannberg E.T, Vermeeren A., Cockton G., Jokela T. Leicester: University of Leicester, 2013, s.29-34
- Verified by:
- Gdańsk University of Technology
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