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.
Author (1)
Cite as
Full text
full text is not available in portal
Keywords
Details
- 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
seen 102 times