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A Cross-Team Collaborative Evaluation of a CRM System

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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