Feasibility of Cloud Services for Customer Relationship Management in Small Business : A Drupal Approach towards Software as a Service
Sun, Liang (2012)
Sun, Liang
Lahden ammattikorkeakoulu
2012
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2012112616557
https://urn.fi/URN:NBN:fi:amk-2012112616557
Tiivistelmä
Information has value. All kinds of business should have information systems for business growth. Software is used for business management and entrepreneurship resource planning worldwide. However, its shortages turn out to be more and more obvious in recent years. Software as a Service (SaaS) is thus regarded as one serious alternative of software. Customer Relationship Management (CRM) is of vital importance in today’s business. SaaS adoption for CRM then becomes a trend in Small and Medium Businesses. Home delivery business operation in a small restaurant calls for such adoption.
The purpose of this research was to demonstrate a CRM-oriented SaaS prototype for home delivery business operation in a small restaurant. Another aim was to report the feasibility of SaaS for CRM in this restaurant business operation. Finally, the question that what kind of SaaS application for CRM might work in such business operation was answered in this study.
This thesis was carried out all the way through Design Science Research Approach in an inductive way. Data was collected through experimental Drupal implementation of the Home Delivery Customer Relationship Management system (HDCRM) and then analyzed against home delivery business workflows and time spent for each activity in real life.
This study discovered that Software as a Service is adoptable for Small & Medium Businesses. The results also indicated that home delivery business demands Customer Relationship Management system. The principal conclusion was that the HDCRM demonstrated in this paper meets home delivery business needs.
The purpose of this research was to demonstrate a CRM-oriented SaaS prototype for home delivery business operation in a small restaurant. Another aim was to report the feasibility of SaaS for CRM in this restaurant business operation. Finally, the question that what kind of SaaS application for CRM might work in such business operation was answered in this study.
This thesis was carried out all the way through Design Science Research Approach in an inductive way. Data was collected through experimental Drupal implementation of the Home Delivery Customer Relationship Management system (HDCRM) and then analyzed against home delivery business workflows and time spent for each activity in real life.
This study discovered that Software as a Service is adoptable for Small & Medium Businesses. The results also indicated that home delivery business demands Customer Relationship Management system. The principal conclusion was that the HDCRM demonstrated in this paper meets home delivery business needs.