Urša Lipovž (2016) Framework for evaluation of CRM systems with mobile support. EngD thesis.
Abstract
The thesis is about the self-made framework for evaluation of systems for customer relationship management or CRMs ( Eng. Customer Relationship Management ), which offers support for mobile applications. The first part of the thesis includes the description of the CRM system and the description of the mobile support. It also shows some examples and their usage of currently available mobile applications for CRM solutions. The second part is followed by a description of the criteria and characteristics for a comparison of CRM solution with mobile support. A comparison of the features and functionalities of selected CRM solutions are being presented. At the end of this part, there is a description of some already existing frameworks that can partialy assist the user to find some CRM solutions that are currently available on the market. The main part presents the main purpose of this thesis. It is a customized framework that can help users with the evaluation and selection of the most user-valuable CRM solution with included mobile support (application). The study also presents the difference between the functionalities of CRM solutions in the cloud or on premises and mobile applications for selected CRM solutions.
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