User Experience Design or UX, is more than a concept. It is an intelligent approach to website design. UX designers think more scientifically and build frameworks for websites, assisting the transition between users’ needs and expectations from websites. There are four key fundamentals of user experience design: Information architecture (IA), Interaction design, Usability, and Visual design. Read more at: http://www.socialmediatoday.com/technology-data/decibelpowell/2015-10-07/why-does-user-experience-design-matter

When a company implements CRM Solution, usability should be the most important criteria because it is found that CRM systems work only if they’re used; if the system is too complicated, it will never serve the purpose for which you purchased it. But, we should know what is meant by usability. Usability refers to the ease of use. It measures how well a user interacts with the CRM application. But, it is not this simple. There are many factors to measure usability. Jeff Orloff (an analyst with Studio B) writes in his article about usability in details. Read more at: : http://it.toolbox.com/blogs/insidecrm/usability-as-a-selection-criterion-for-crm-63210