标题: Nucleus research for ACT! 3 [打印本页] 作者: Rex 时间: 2009-4-18 17:27 标题: Nucleus research for ACT! 3
Simplicity is one of the major keys to unlocking user adoption, particularly around a customer-facing application. It’s crucial when creating the user interface that you eliminate what is non-essential and make sure what is necessary is easy to access and manipulate for each individual. Providing some or all users with their own dashboard or view of the information they need will shorten the learning curve and boost adoption. Remember, having more tabs isn’t necessarily better. As one user said, “We’ve customised some screens so that we don’t clutter them with things that don’t mean anything to the user. There are so many customer fields someone can be overwhelmed. Just give them the data they need to work with.”作者: Rex 时间: 2009-4-18 17:27 标题: Re:Nucleus research for ACT! 3
Before you start customising, you’ll also want to think carefully about how sales people will access and view leads. The leads must be appropriately defined and segmented in ACT!. Will you segment leads by date, region, business type, or active status? How will they appear to users? Clear definitions make it easier to extract relevant information and act on it, and defining them before go-live will save you difficulty later.作者: Rex 时间: 2009-4-18 17:27 标题: Re:Nucleus research for ACT! 3
Additionally, keep in mind that some features are more or less relevant to certain users. For example, one user found that the opportunity list is best when used to service a single repeat account, but it isn’t helpful for one-off sales, while others found it an integral part of their sales process. Successful customers said ACT! was user-friendly enough to require only one training class, or it could be learned on the fly. Clearly defining your processes, keeping the screens simple, and matching ACT! to the way you work are ways to ensure that.作者: Rex 时间: 2009-4-18 17:27 标题: Re:Nucleus research for ACT! 3
Consider the networking needs of your sales force Companies all have different network infrastructures and capabilities. The greatest ROI is usually achieved through productivity gains through technology that meets the needs of both individuals and groups in a company. Given that many salespeople may be remote or often on the road, they will need to be able to access their CRM software through the Web. Additionally, when they are not connected to the application, they will still need to work in ACT! and update their customer data.作者: Rex 时间: 2009-4-18 17:28 标题: Re:Nucleus research for ACT! 3
Sage Software has designed ACT! so it can be rolled out in a variety of ways: via the Web for mobile workers, in a client-server configuration, over a thin client network, or in a hybrid environment. For instance, one company runs the system at its headquarters over a Citrix thin client network, while remote staff keep a copy of ACT! on the hard-drives of their computers and synchronise data over the company’s Virtual Private Network. “I love the fact that its one of the few systems that can be put on my hard drive and I can work offline. I can do all my work when I’m on a plane.”作者: Rex 时间: 2009-4-18 17:28 标题: Re:Nucleus research for ACT! 3
Don’t forget to feed and water the application Just like any other application, ACT! will likely need some ongoing support to ensure it runs properly. Nucleus found ACT! support tends to fall outside the IT department’s purview. A half-dozen users suggested appointing someone to do some lightweight troubleshooting, depending on the complexity and size of the implementation. This would include helping do screen configurations, reporting, and ensuring the application is being used effectively on a daily basis. ACT! doesn’t require the constant and extensive IT support needed for full-function CRM applications. However, managers or IT staff in companies with 10 or more users should consider allotting an hour or more per week of administrative time to support ACT! to ensure it delivers maximum benefit.作者: Rex 时间: 2009-4-18 17:28 标题: Re:Nucleus research for ACT! 3
Such administrators also can make sure the data in the system is clean and that all the sales people are regularly inputting into it. One user noted that in their company individual sales people are tasked to look at their own leads, but aren’t allowed to see those of others. Someone in a management position therefore has to be able to get access to all the customer information across the board. If ACT! is going to service more than handful of sales personnel, then it will be worthwhile for a salesperson or department head to oversee the system and help keep everyone else productive. As one user said, “I think if you have 10 or more users, you need an ACT! administrator in-house. Somebody who can load up the contact information, clean out the database, and run the reports the right way. They keep things going for the salespeople.”
