As practice shows, the usability of the automated system can directly impact on productivity. This is especially true for CRM-systems. Indeed, in the process automation company with clients should be structured so that the same seller or a marketer would be able to, first of all, quality service the client, not each time to spend time and nerves on the functional specification of features. As mentioned in one of our posts, which describes the benefits of CRM-systems in the bank, employees will follow the path of least resistance, since the existing organization of customer service for them is not a priority task. The bank, for example, the staff is more important to prepare a progress report than the quality service the client, as their work in the first case is evaluated, and the second, as a rule, no. Of course, when implementing automated system should pay great attention to usability in the CRM-system, the localization of certain functions, completion and submission interface But the important thing is not to overdo it. It's hard enough to comply the line between really need to refine and excessive or "specious." We have already described the implementation of crm at the functional and process approach to automation. At first glance it might seem that the personal development – a personalized approach to customers, but on closer inspection, it turns out that it is commonplace drawing money from a client.

At the other extreme are the so-called "box solutions." When the CRM-system implemented by a certain (usually the minimum required, but supposedly sufficient) functionality for the solution of standardized tasks. Often, in this case used "torn" tools that practically adapted to the needs of the company and completely ignores the specifics of its business. In the present case separately is worth noting the so-called "industry-specific solutions." When the basis for the CRM-system laid standardized processes for specific industries and functional "locked up" for solving the model for this sphere of problems. However, as a rule, these automated applications still require some adjustments and adapting to the needs of a particular company, but it's totally different costs of human and time resources. Each company should choose the decision itself, to determine the most priority criteria for such select