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Managing the First-Time-User Experience

Confusion about the process. The fact that the CRM system is a technological application of the organizational work flows and processes is not trivial. Many users may be baffled by the “flattening” of their work routine. Another problem that may come up is the system’s inability to contain exceptions (even if only temporarily). This may lead to skepticism (“How reliable is this software if it can’t reflect reality precisely?”)Surprisingly, there are technological means to solving nontechnological problems. The following technological aids can help make the first-time-user experience more agreeable: Social …