Introducing Customer Relationship Management solution to Piceasoft Ltd
Brezovec, Sebastjan (2015)
Tampereen ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015120319152
https://urn.fi/URN:NBN:fi:amk-2015120319152
Tiivistelmä
This thesis was commissioned by Piceasoft Ltd with the aim to prepare a theoretical background, collect key employees’ opinions, and build a list of requirements and recommendations to introduce Customer Relationship Management system to the company’s operations.
To answer the research question “What are Piceasoft’s requirements for a CRM solution?” relevant literature was reviewed, three popular cloud software solutions were compared and features, relevant to the company’s current and expected future needs, were studied in more detail. Parallel to these, participatory action research was conducted in the company. Based on observations and findings seven interviews were conducted to obtain key employees’ opinions, wishes, and requirements for a CRM solution.
A combination of the research findings resulted in a list of recommendations and requirements to be studied with Piceasoft Ltd core group, responsible for a CRM solution development and implementation. The list is comprised of two parts: key points for developing a strategy and a list of recommendations ranging from suggested mod-ules, to specific features covering all processes that a suggested solution would include.
A common understanding is that the CRM solution must be light in terms of graphics and hardware requirements, scalable, fast, and agile. The very first module implemented must be contact management followed by document management, marketing, and possibly customer support modules.
The thesis ends with Conclusions where fulfilment of the research objectives, answers to the research questions, thesis reliability, and further research plans are discussed. The research produced enough material to answer all research questions and also produce a viable strategy for the CRM solution implementation.
The thesis includes confidential material, which has been excluded from the public report.
To answer the research question “What are Piceasoft’s requirements for a CRM solution?” relevant literature was reviewed, three popular cloud software solutions were compared and features, relevant to the company’s current and expected future needs, were studied in more detail. Parallel to these, participatory action research was conducted in the company. Based on observations and findings seven interviews were conducted to obtain key employees’ opinions, wishes, and requirements for a CRM solution.
A combination of the research findings resulted in a list of recommendations and requirements to be studied with Piceasoft Ltd core group, responsible for a CRM solution development and implementation. The list is comprised of two parts: key points for developing a strategy and a list of recommendations ranging from suggested mod-ules, to specific features covering all processes that a suggested solution would include.
A common understanding is that the CRM solution must be light in terms of graphics and hardware requirements, scalable, fast, and agile. The very first module implemented must be contact management followed by document management, marketing, and possibly customer support modules.
The thesis ends with Conclusions where fulfilment of the research objectives, answers to the research questions, thesis reliability, and further research plans are discussed. The research produced enough material to answer all research questions and also produce a viable strategy for the CRM solution implementation.
The thesis includes confidential material, which has been excluded from the public report.