The analysis of suitability of crm product for organizations for disabled

David Jeras (2013) The analysis of suitability of crm product for organizations for disabled. EngD thesis.

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Abstract

The purpose of the thesis is to investigate the customization possibilities of Microsof Dynamics CRM, especially the extent and ways of customization. Moreover the goal is also to determine whether Microsoft Dynamics CRM is suitable for usage in organizations with which deal with disabled people and how it needs to be adjusted in order to achieve the best possible functionality for disabled users. Firslty, we discuss the general properties of CRM systems. Afterwords we describe Microsoft Dynamics CRM more precisely, focusing on its structure from substantive and technical point of view. Lastly, we specify the customization possibilities of the CRM system. Furthermore the thesis is dedicated to disabled people and to organisations which deal with them. Different types of these organisations are stated along with their purpose and tasks they perform to achieve their goals. In the last part of the thesis we identify and describe modules that need to be implemented in order to make Microsoft Dynamics CRM suitable for use in organisations of disabled people. Modules have been identified at interviews with representatives of organisations of disabled people in Slovenia.

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