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Is simplicity enough?

11 Jul 2008

Ease of use and software simplicity have been mainstay messages in CRM for many years. I have watched as this messaging has alternated with financial benefits for a long time, and I am not sure if it's random alternation or if there might be economic undertones, but it seems like we're trading themes at the moment.

Over the last couple of weeks, I have taken briefings with new SFA (sales force automation) companies that happily stress that their products are easy to use and thus promote user adoption. Moreover, they tell me that this aspect puts them ahead of longstanding competitors in the space. Not long ago, I even had a mild disagreement with a CEO who went so far as to claim that all CRM and SFA were pretty much the same and that the real difference - and therefore competition - was over which product was easiest to use.

I don't know about that.

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