The methodology for CRM implementation

Tomaž Koren (2016) The methodology for CRM implementation. EngD thesis.

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Abstract

For successful implementation of CRM software solutions to the enterprise, it is crucial to select the proper approach to the implementation process. The thesis describes methodology which could be used to avoid the typical problems of implementation. The proposed methodology defines the whole implementation process of Aurea CRM software solution from the initial analysis through design and development to installation and maintenance. Each of the five planned activities includes key tasks, roles and products. Among different approaches to the implementation of the activities, Scrum methodology has been chosen within agile approach. In the final part of the thesis there is an example of the document which is prepared during the analysis phase. The usage of defined methodology leads to the successful CRM implementation in the segment of medium and large enterprises.

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