DESIGN AND IMPLEMENTATION OF A CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM
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DESIGN AND IMPLEMENTATION OF A CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM
Chapter one
Introduction: 1.1 Background of the Study.
Customer Relationship Management (CRM) is a word used in the information industry to describe methodology, software, and, in most cases, internet capabilities that assist businesses in managing customer relationships in an organised manner.
For example, an enterprise may create a database about its customers that describes the relationship in sufficient detail so that management, salespeople, people providing services, and possibly the customer directly can access information that matches the customer’s needs with product plans and offerings, reminds customers of service requirements, knows what other products a customer has purchased, and so on.
1.2 Goals of Customer Relationship Management System (CRMS)
· Relevance: CRM developers should prioritise investments in computer and/or human resources. The developer then recommends a specific initiative to address this goal. The resource should address the difficulties and possibilities confronting the organisation. For example, a billing system that solely processes individual bills may be irrelevant in a world of complex payment alternatives.
· Accuracy: Financial data estimation systems allow for a range of error. The resources should gather and report summary data in a logistically correct manner. For example, when sales orders are first recorded in the field or over the phone, retrospective data entry procedures are notoriously unreliable.
· Validity: Systemic assumptions should align with the organization’s business. For example, a financial accounting program that estimates expenses per unit based on standard retail product transactions may not be applicable to private service contracts.
The cost information may be significant, and the computations may be correct.The information may be invalid for conducting a service firm.
· Reliability: Information should be available as expected. Many businesses have failed to implement flat fee guaranteed services contracts because they are unable to reliably assess cost and utilisation, preventing them from making wise price decisions.
A respectable organisation should have a 24-hour service provider.For example, every ISP should run consistently.
· Accessibility: End users should have access to the necessary information. The world’s best internet-based application may be rendered useless if its cable connection or dial-up modem is frequently unavailable and staff do not understand how to create data queries.
· Speed: Analyse and derive conclusions fast to justify the investment in the management information system. For example, end users must be able to retrieve, examine, update, and replicate information in a matter of minutes.
· Cost: Resources should be affordable for the organisation and/or users of the system. Affordable must include all of the CRM system’s benefits and expenses, such as the benefits of increased efficiency and the costs of training personnel to utilise the newly built system.
1.3 Background of The Study
The client Relationship Management (CRM) system was developed when businesses wanted to strengthen their client relationships. According to [Kenbrell, (2002)], CRM is the practice of managing precise information on individual customers as well as carefully managing all customer “touch points” in order to maximise customer loyalty.
I-cell Telecommunication Nigeria Ltd is a telecommunications company in Nigeria. This telecommunications company began operations in 2008, however due to the manual nature of their customer relationship management, I have decided to design a web-based application to provide customers with an effective and interactive user experience.
It is impossible to define exactly what Customer Relationship Management (CRM) means for everyone. The phrase has been used to describe practically every aspect of company that even remotely interacts with a client.
CRM systems were initially a collection of mainframe or server-based software focused on sales, marketing, and support business tasks, according to [Kosh (2004).
The programs were lightweight by today’s standards, doing little more than capturing and storing vital data. However, when cultural boundaries inside organisations collapsed, individual freedoms of information gave way to sophisticated apps capable of opening up corporate processes. These applications created the vision of a unified perspective of the client.
For the first time, organisations could track and analyse changing consumer wants, connect marketing efforts to sales results, and monitor sales activities to increase forecasting accuracy and production demands.
a. Advance in the 1990s.
Companies began to improve customer relationship management in the 1990s by making it a two-way street. Instead of simply gathering data for their own use, they began giving back to their customers not only in terms of the obvious goal of improved customer service, but also in incentives, gifts, and other perks to encourage customer loyalty.
This was the birth of the now-familiar frequent flyer programs, bonus points on credit cards, and a slew of additional services based on CRM tracking of customer behaviour and spending habits. CRM was now utilised to increase sales both passively and actively through the improvement of customer service.
b. Future developments.
According to information accessed in May 2011 on the website http://www.wikipedia.com, the moment has come for systems to be relocated from extranets to the internet.
Customers have become fully integrated participants in the value chain, with access to the same customer relationship management systems as manufacturers, suppliers, distributors, and facilitators.
In the future, reengineering ideas are anticipated to be progressively integrated into customer management systems. It is said that rather than organising a company into functional specialities and examining the duties performed by each function, we would examine whole processes ranging from material acquisition to subscriber service to marketing and distribution. More and more software will use this method.
Finally, there would be a completely integrated corporate information system in which all sorts of business information are effortlessly transferred throughout the organisation.
1.4 Statement of the Problem
The key difficulty driving this research is the company’s poor communication approach to old and new clients, which did not account for dynamic internet commerce. They include:
1. Difficulties with promotion and advertising.
2. Poor marketing strategy.
3. Poor goods and service.
1.5 GOALS OF THE STUDY
The demand for higher-quality information, combined with increasing technological advancements, necessitated the implementation of this project. This project, which comprises an automated customer management system, is used to gain a more nuanced knowledge of the interaction between managerial activities in a major company organisation and the technology that has become an essential component of customer management systems.
The goals of this project, however, are to seek and play an essential role in the development of a customer relationship management system, as well as to boost the productivity of the case study business organisation (I-cell Telecommunication Nig Ltd) through the managed use of the organization’s technology.
– Create a web-based customer relationship and management system.
– Create a customer information system to ensure proper administration of client data records.
– Ensure that rising customer records are managed utilising a Microsoft Access database.
– Increase sales and advertising by sending mailouts during exhibitions and sales.
– Save time and effort for the staff member who is now manually recording client information, accounting, and marketing.
– Improve service to customers, organisation workers, and everyone else impacted by the new system development.
– To design a user-friendly system that provides fun and entertainment to its users through the use of Visual Basic, which has a friendly graphical user interface.
1.6 Significance of the Study
This project would be useful in a communication system because of the following advantages.
– It saves time.
– It’s efficient.
– It is modern and dependable.
– It is extremely fast, accurate, and security sensitive.
1.7 Scope of the Study
The information system will be studied in detail, with a focus on a specific telecommunications organisation, I-cell Nig Ltd. The system to be created is a customer relationship management system designed to improve client relationships in the firm; these are the components required.
– Call centre record keeping: All customer information details are recorded.
– Order processing in the sales department: The processing of customer orders.
– Bill production and processing by the accounts department: Customers’ payments are tracked, and documentation are generated in connection with bill preparation for each business type. The charge is based on the tariff that the customer is using.
– SMS message shoot generating for the call centre department: Sending emails to all customers to increase sales, advertise, and improve marketing.
1.8 Limitations of the Study
The cost of transportation, typing, and photocopying materials restricted the amount of detail information offered. I was limited to certain devices used by the organisation.
The system does not encourage customers to complain. Carefully evaluate the complaints you receive; if there is no one to relay them to us, this is what matters. It is often far easier for your customer to simply stand up and walk away.
1.9 Definition of Terms
Customer
– An individual or organisation that purchases goods and services from a store, shop, or business.
Relation/relationship
– The manner in which two individuals, groups, or countries interact with one another.
– The method by which two or more objects are connected.
Management
– The persons who own and manage a business or comparable organisation.
– The act of managing and controlling a firm or comparable organisation.
– The act or ability of successfully interacting with people or situations.
System
– An organised collection of ideas, theories, or a certain method of doing something.
– A collection of items, such as pieces of equipment, that are linked together to perform a function.
Information
– Consist of data that has been processed and is meaningful to the user. It can be stored on a hard drive or in software and shared.
Data warehouse
– A data warehouse is a repository for an organization’s electronically recorded data. Data warehouses are intended to facilitate reporting and analysis. This traditional concept of a data warehouse focusses on data storage. However, the ability to retrieve and analyse data, extract, transform, and load data, and manage dictionary data are all considered critical components of a data warehousing system.
Data Flow Diagrams
– Data flow diagrams show how a system processes data using inputs and outputs. Data flows are pipelines through which packets of information flow; the arrows are labelled with the name of the data that passes through them.
Return of Vestment
In finance, the rate of return (ROR), often known as return on investment (ROI) or simply return, is the ratio of money gained or lost on an investment to the amount invested. The amount of money obtained or lost might be called interest, profit/loss, gain/loss, or net income loss.
The money invested can be referred to as the asset, capital principal, or cost basis of an investment. ROI is typically expressed as a percentage rather than a numeric amount.
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