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PROJECT TOPIC: DESIGN AND IMPLEMENTATION OF A CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM

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CHAPTER ONE

INTRODUCTION1.1 BACKGROUND OF THE STUDY

Customer Relationship Management (CRM) is an information industry term for methodologies, software, and usually internet capabilities that help an enterprise manage customer relations in an organized way.

For example, an enterprise might build a database about its customers that described relationship in sufficient detail so that management of the organization, salespeople, people providing services and perhaps the customer directly could access information that matches customers need with product plans and offerings, remind customers of services requirement, know that other products a customer had purchased and so on.

1.2  GOALS OF CUSTOMER RELATION MANAGEMENT SYSTEM (CRMS)

·        Relevance: The CRM developer should identify one important priority that requires investment in computer and/or human resources. The developer then proposes a specific initiative that addresses this priority. The resource should meaningfully address the issues and opportunities facing the organization for instance, billing system that only processes individual invoices may not be relevant in a world of complication payment options.

·        Accuracy: Any system that relies on estimating financial data is allowed a range of estimation error. The resources should compile and report summary data in a logistically accurate fashion. For example, sales orders are initial recorded in the field or over the telephone retrospective data input procedure are often notoriously inaccurate.

·        Validity: The underlying systemic assumptions should be consistent with the nature of the organization’s business. For instance, a financial accounting program, that calculates costs per unit in accordance with traditional retail product transaction may not be valid for private services contracts. Though the cost information may be relevant, and the calculations may be accurate.The nature of the information may be invalid for purposes of managing a service business.

·        Reliability: The information should be made available when expected. Many companies have failed to develop flat fee guaranteed services contracts because they could be process cost and utilization on a reliable basis and thus could not decide in a prudent pricing schedule. A serious organization should have a 24 hours service provider.for example every ISP should run steady.


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