The Design Language of Your CRM Solution, Part 2 - What a User Really Needs from CRM

In part one of this article we looked at the original design intent of many CRM systems, including Microsoft Dynamics CRM, whereby the process came first, then the user. That remains the underlying principle built into the DNA of typical enterprise software. Note that it doesn't mean anyone was specifically or intentionally de-prioritizing the user productivity improvements to be gained from these information management tools. I believe most people involved in designing, developing, customizing, deploying and supporting such systems do care about the user experience, because they also are the users of such systems, even if not within the very same context.


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About Jukka Niiranen

Working at Digital Illustrated in Finland, Jukka helps users make sense of Microsoft Dynamics CRM and guiding organizations to make the most of their Microsoft platform investments. 10 years of CRM experience from the field, heavy user of Microsoft's CRM solution since 2005. In addition to my blog, you can follow my #MSDYNCRM posts on Twitter or add the Surviving CRM page to your circles on Google+.

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