Design and Implementation of a Customer Relationship Management System
CHAPTER ONE
OBJECTIVE OF STUDY
The request for better quality information and the rapid advances in technology has called for the embankment of this project. This project which involves the development of an automated customer management system is used to develop a more sophisticated understanding of the relationship betweens the task of managing in a large business organization and the technology that has become an essential part of the task customer management systems.
CHAPTER TWO
LITERATURE REVIEW
CUSTOMER RELATIONSHIP MANAGEMENT
Bateman T and snell S. (2007) define customer relationship management (CRM) as a multifaceted process, medicated by a set of information technologies that focuses on creating two way exchanges with customers so that firms have an intimate knowledge of their needs, wants and buying patterns. In this way CRM helps companies understand, as well as anticipate, the needs of current and potential customers.
Functions that support this business purpose include sales, marketing customer service training professional development, performance management, human resources development and compensation.
Many, CRM initiatives have failed because implementation was limited to software installation without alignment to a customer centric strategy.
Righy, Oarell K. Fredrick F (2002) stated that the rapid increase in the power. Speed and capacity of computers has encouraged software developers to attempt to develop customer relation management systems to replace the manual handling of customer management system.
By righy Darell. K (2002) the use of internet sites and specifically e-mail in particular are often touched as less expansive communication methods in comparison to traditional ones such as telephone calls, these type of technologists services can be very helpful, but it is completely useless to a business that companies believe that the majority of their clients trust other means of communication like telephone, more than they trust e-mail. Clients however, are usually not the ones to blame because it is often the manner of connecting with customers on a personnel level making then feel as through they an cherished as customers. It is up to companies to focus on reaching every customer and developing a relationship.
It is possible for CRM software to run a centric business. From prospect and client contents tools to billing history and bulk e-mail management. The CRM system allows a business maintain all customer records in one centralized location that is accessible to an entire organization through password administration. Front office systems are set- up to collect data from the customers for processing into the data warehouse the data warehouse is a back office system used to fulfill and support order. All customer information is stored in the data warehouse back office CRM makes it possible for a company to follows sales, marketing division of a final company.
OVERVIEW
There are many aspects of CRM which were mistakenly thought to be capable of being implemented in isolation from each other.
Kenbrell Phillip (2002) noted that from the outside of the organization a customer experiences the busines as one entity operating over extended periods of time. Thus piece meal CRM implementation can come across to the customer as unsynchronized where employees and web sites and services are acting independently of one another. Yet together represent a common entity.
Phil Schefter (2002) defines CRM as the philosophy policy and coordinating strategy connecting different players within an organization so as to coordinate their efforts in creating an overall valuable series of experiences, products and services for the customer.
CHAPTER THREE
SYSTEM ANALYSIS AND DESIGN
INTRODUCTION
SYSTEM ANALYSIS
It is imperative in any modern telecommunication company to have a sound and smooth information flow in order to effectively and efficiently implement will though polices to the utmost advantage of the organaition. The system of achieving this has always been the problem. A system is an array of components designed to accomplish a particular objective or bring to fruition a planned decision. System analysis is the process of analyzing a particular existing system usually business or industrial environment to see if computerization could be a useful production and more profitable way of performing the business operation.
CHAPTER FOUR
SYSTEM AND PROGRAM IMPLEMENTATION
INTRODUCTION
JUSTIFICATION OF THE PROGRAMMING LANGUAGE
PROGRAM DESIGN
The program design was considered in the following two areas;
MODULAR DESIGN: creation of modules was necessary since we realized that the system would be made of different units which would be some what difficult to design as are whole unit. We therefore created representative modules for individual sections or part of the program and a general representative module for the complex whole.
ACTUAL DESIG: At this point the individual modules so for created were transformed into actual working design. This design stage involved the creation of forms and placing of necessary objects on those forms.
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATIONS
SUMMARY
The introduction of computer and The Internet had so much transformed the way in which services are rendered to customers, end users, subscriber and all the people who need such services. The information usage and needs of organization has recorded a greater success recorded due to enormous capabilities of the computer. This research work, customer relationship management system is used by different organization to render help support to the users of their products and technologies even production companies who have very large work force. The manual method of providing these support services was transformed to web based application to improve service delivery and bring about efficiency in the system. The system provides different interfaces for administrator, support personnel’s etc and another different interface for users.
CONCLUSION
This project if deployed will override the existing manual means of providing support to customers. Having carried out research and completed the development of this project, and in comparison to manual means of management. I come to conclusion that adopting this system will increase productivity of the company and efficiency in general.
RECOMMENDATIONS
Due to level of technical support needed to use this system and Low Level of IT awareness in this part of the world in this information age I want to recommend that, adequate training be given to the users of this system
Again, I want to recommend the adoption of this management system as it will increase the productivity of the organization.
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