Research and Design of Customer Relationship Management System for Small Companies and Organizations
Ipatov, Leonid; Ivanenko, Artem (2018)
Ipatov, Leonid
Ivanenko, Artem
Lapin ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201804034058
https://urn.fi/URN:NBN:fi:amk-201804034058
Tiivistelmä
The Customer Relationship Management system is a software which would become a multipurpose tool for small and micro business owners. This kind of companies is usually unable to expand the staff, hire individual employees to manage social networks relations or analyze sales statistics. As a result, companies lose potential customers and profit. Based on this problem, the idea of this study was to determine which configuration of the system would provide maximum opportunities for the entrepreneurs.
One of the objectives of this study was to identify the needs and willingness of potential customers to use this system. Another objective was to prepare and develop the system design, for further implementation. The third objective was to define the required list of functionality for the CRM system.
The exploratory research was made to create a unique concept of the CRM system. Qualitative and quantitative data were collected from the survey with entrepreneurs. In addition, the development needs were discovered within related literature. Main CRM concepts collected from the most relevant and valid sources.
As an output of the research, target group of CRM system was determined. A design of CRM system was developed to be used as the base design for the implementation. As a result of qualitative research, information collected during the study was analyzed and accepted as additional requirements for the system. The main functional capabilities of the system were compiled on the basis of personal experience of small business development and analysis of the survey.
One of the objectives of this study was to identify the needs and willingness of potential customers to use this system. Another objective was to prepare and develop the system design, for further implementation. The third objective was to define the required list of functionality for the CRM system.
The exploratory research was made to create a unique concept of the CRM system. Qualitative and quantitative data were collected from the survey with entrepreneurs. In addition, the development needs were discovered within related literature. Main CRM concepts collected from the most relevant and valid sources.
As an output of the research, target group of CRM system was determined. A design of CRM system was developed to be used as the base design for the implementation. As a result of qualitative research, information collected during the study was analyzed and accepted as additional requirements for the system. The main functional capabilities of the system were compiled on the basis of personal experience of small business development and analysis of the survey.