DEVELOPING AN E-CRM PROTOTYPE FOR MEDIUMSIZED COMPANIES

This report is a final year project involving a research of Customer Relationship
Management (CRM) System focusing on a medium-sized company and using a
computer supplier company as a testing platform for the E-CRM prototypical. CRM is a
strategy used to learn more about customer needs and behaviors in order to develop a
stronger relationship with them.
The problems such as the use of manual activity in generating quotation, no centralized
database of customer and no proper channel for communication process in medium
sized company can lead to customer dissatisfactions. The E-CRM system hopefully can
give the solution. The main question now is what kind of E-CRM system best suited
for a medium-sized company? Thus, the author has been using the data from the
computer supplier company as a way for testing the effectiveness of E-CRM in a
medium-sized company.
This project basically concentrates on the study of E-CRM system in order to support
the salesperson of the medium-sized company to automate their work in maintaining a
healthy relationship with all contacts and prospective customers. This report also gives
further information about the system in the literature review section, which is mainly
supporting information that comes from the website, journal and research by an expert
in this field. Methodology plays a vital role in completing any project. Waterfall model
is used as the methodology, which consists of planning, analysis, design,
implementation and operation. The final result of this study is a discussion, conclusion
and prototypical E-CRM system which are strengthening relationship between an
organization and their customers.