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Web-Based Customer Relationship Management

Umadevi, Marappan (2001) Web-Based Customer Relationship Management. Masters thesis, Universiti Utara Malaysia.

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Abstract

The aim of this project is to develop a prototype of Web-based Customer Relationship Management (CRM) application for an e-commerce company. This application will help to assist in meeting the information requirements of the sales agents in e-commerce business to automate sales, marketing, customer service and support. CRM or more specifically eCRM is basically the infrastructure for creating customer loyalty and ultimately, establishing and maintaining a one-to-one relationship with customers. If implemented appropriately, CRM can have a profound impact on an organization's survival and growth in this competitive business world. Hence, GainKnowledge.com, an e-commerce based company was virtually created to demonstrate on how CRM can help in selling e-book devices efficiently by retaining the old customers and attracting new customers. This application has been developed using User Centered Design and CRM Web based development methodologies. In order to build this system, two platforms were used; there are customer information platform and customer interaction platform. Finally, this project discusses some fulfillments, constraints and recommendations for future development of CRM system.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Customer Relationship Management (CRM), Electronic Commerce, User Centered Design, System Development
Subjects: H Social Sciences > HF Commerce. > HF5001-6182 Business
Divisions: Faculty and School System > Sekolah Siswazah
Depositing User: Mrs Hafiza Mohd Akhir
Date Deposited: 19 Oct 2009 00:55
Last Modified: 24 Jul 2013 12:07
URI: http://etd.uum.edu.my/id/eprint/448

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