How to Improve your CRM UX Design

Many of the world’s largest corporations use a CRM as the foundation for their business and sales development. In each of these companies, only a few people make an effort to understand how it operates. CRM systems handle interactions with customers and, therefore, has a long lasting effect on a company’s image. To that end, CRM UC design might turn out to be more important than you even realize.

Some of the business functions in which CRM UX design has a wider application include tech support, marketing and customer support. Without a proper, well-designed and functioning CRM, these aspects can falter and lead to a very bad experience for your customers.


Improving your CRM UX design

For CRM UX design to be successful, there are many factors to consider. The following are some of the user experience practices and tactics which you should utilize to improve your CRM software user experience:

1.Navigation – Intuitive navigation contributes highly to the user experience. Some factors that improve navigation include suggestions for your next destination, defining starting points, displaying location information and paths. Good navigation should start with your homepage. A dashboard configured by displaying the lead performance measures, roles, suggested actions and prioritized activities forms is a good starting point. 2.The page design – The content in your CRM is the best, of that we have no doubt. In order to ensure UX success, you should also consider the design. The best design will make your CRM content more consumable and by extension more valuable. Some CRM design practices to observe include context, consistency and content positioning. 3.Search – Most internet users rely on search engines for navigation purposes. However, most search engines display countless search results consisting of unorganized and irrelevant content. Delivering search functions that work will improve the experience of your customer’s experience. 4.Analytics – User experience goals achievement is a continuous journey. Analytics should provide the fuel for the journeys. Some of the user interface design tools to use in measuring and improving CRM user experience include closed loop cycle analysis, content conversions and feature utilization. 5.Technology – Whichever CRM platform you use, you should understand the environment, then leverage the capabilities and remain within the software’s tools. You should also utilize the UX design software to the maximum. This practice will minimize maintenance, improve the stability and also ease the steady flow of new versions and seasonal updates.

For your user experience to be successful, your company should:

1.Accept User experience for the target audience – Most UI design tools are designed with the end user in mind. And because all businesses are not the same, you should select the tool suitable for your business. 2.Plan for a responsive experience – User experience isn’t something to place and leave alone. You should constantly monitor and tweak it accordingly. 3.The experience should be designed with the user in mind – At times, CRM systems are designed without considering the end users. Even if the designers and implementers know what the users want, they should still and the users are also right, but the people using a software. The users are the people who will benefit from a positive user experience/. That makes it important to consider what is comfortable for them. Consider who will use the software and how they will benefit from the features.

To achieve your CRM UX objectives, CRM UX design should precede user interface and form should follow function. You should also align utility with a user centered design.

Megan Wilson is user experience specialist & editor of UX Motel. She is also the Quality Assurance and UX Specialist at WalkMe Megan.w(at)