An analysis of the suitability of CRM systems for micro-enterprises

Denis Jančić (2013) An analysis of the suitability of CRM systems for micro-enterprises. EngD thesis.

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Abstract

The diploma thesis content can be classified under the category of Customer Relationship Management (CRM) in Computer science. The first part of the thesis is comprised of an overview of the CRM and its architecture. Description of the key features of CRM and what are its advantages is what follows next. In the following segment we try to show the cost aspect of the CRM implementation. The main purpose of the thesis is shown in chapter 7, where the comparison of five of the most popular CRM's (CiviCRM, Zoho CRM, SugarCRM, Microsoft Dynamics CRM and OnContact CRM) is made. The first two are free of charge, while the latter three are not. Differences in their functionalities are displayed within the table. Afterwards, with the help of the MoSCow analysis, we try to determine which CRM system is most suitable for a small business enterprise. Secondary purpose was to demonstrate the practical value of the thesis by choosing the right CRM system for our family company. We analysed our business processes and tried to determine, implementation of which CRM system (the decision was between SugarCRM and CiviCRM) was most suitable for our company's needs.

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