Usability and CRM

 The virtual world technology and we live in: everything is simplified to the maximum to allow the user quick and immediate use without having to training or instruction manuals.
And applications and software are not certain exception: think of Facebook, Linkedin etc ... whose success can be partly explained by their inherent ease and immediacy.

Acquire a customer, and customer loyalty means often make things simple: winning is a usable software, a company that relieves the customer of tasks and offers a turn-key (often even without economic return) will have a good by the customer, or an additional service or a new feature will succeed because of immediate appeal.

A good Customer service is often also passes from the concept of simplicity: how many times the winning ideas and implementations fail because it cannot be used by customers, or too complex to create immediate interest.

I believe that every company when designing a particular service or application, website or other, should keep in mind some key points:
-the user interface intuitive and well structured to be easily understandable, and therefore usable;
-give the possibility to use the application via the touchscreen – the revolution through smartphone applications that requires this type of implementation: the ability for the user to use a service anywhere allows greater customer loyalty and an excellent customer experience;
-setting up the service in such a way that the user can have everything at your fingertips "click": a short step to obtain information and activate a service;
-use the "help" and suggestions as you type – for example in search system;
-use icons and images that immediately indicate the operation that you can do by clicking on them;
-give key information, and allow you to find additional information listed coming from multiple sources.

The latter concept, in particular, it can be extended within the company, when it is important to give the opportunity to the various business units to access customer information in a quick and complete (thus centralizing and sharing of information).

The only possible neo at this type of strategy (both direct to the customer that internal company) are investments that we must confront at the beginning: approaches to software usability, user-friendly interfaces, designing software that can make the whole structure lean involves initial expenditure is often not easily sustainable by small and medium-sized enterprises.

In addition to give effect to the system, it would be appropriate for the company to involve directly the operators to collect suggestions and modifications to reach usability and simplicity.