Simon Merlak (2011) Development of a Web-based Costumer Relationship Management System. EngD thesis.
Customer Relationship Management (CRM) is a system that provides companies with access to comprehensive information about their clients, regardless where the data is stored. It also offers users all the tools they need, to immediately use this data and findings in their activities. The 360-degree view of the customer allows users to quickly resolve their tasks and shorten the time required to process applications. In case we have a web based CRM, this also enables mobile access from anywhere at any time. In this study I tried to focus on presenting the basics of CRM systems, their features and benefits and above all, describe development, testing and implementation of a web based CRM system Boko CRM, which I was developing in the company Bokosoft, d. o. o. The thesis begins with description of normal structure and intention of CRM systems. It presents the basics of CRM and internal classification of functionality. It also describes the features related to the internet. As Boko CRM will be marketed as a service, Software as a Service (SaaS) and cloud computing are mentioned and described as well. In the main part of diploma I specify the details of my development of Boko CRM system. I present the approach to development, planning, programming, designing, testing and introduction of CRM system. I also describe the problems and pitfalls I encountered and ways in which I solved them. Final part of the thesis describes the ongoing objectives and possible additional functionality of the system that I developed.
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