Improving sales process with suitable CRM system : case: Company X
Suutari, Lauri (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023060521359
https://urn.fi/URN:NBN:fi:amk-2023060521359
Tiivistelmä
This thesis is made for a technology company in Southwest Finland. The main goal and functional part are to give five suggestions for a new CRM system and present ideas how to measure success of the CRM selection project. Another goal is to look into how (B2B) sales process can be improved with a CRM system.
Related literature, articles, blogs, interviews and YouTube videos are used as theory base. Theory part is about sales process, customer relationships and customer groups. The Thesis describes the sales processe’s different steps and explains how CRM system can be implemented into them. The ways to manage customers are also analyzed as are the ways and reasons behind customer groups. In customer management the ways and reasons behind customer groups. Improvements to case company’s sales process with CRM system features are handled in theory part.
Utilization of the thesis becomes concrete in new CRM system suggestions and indicators to measure success of selection process. Principal company also receives improvement suggestions for their sales process and customer management. The features in CRM systems are general features that are not tied to certain platform. This way thesis doesn’t tie the company on one specific system.
Related literature, articles, blogs, interviews and YouTube videos are used as theory base. Theory part is about sales process, customer relationships and customer groups. The Thesis describes the sales processe’s different steps and explains how CRM system can be implemented into them. The ways to manage customers are also analyzed as are the ways and reasons behind customer groups. In customer management the ways and reasons behind customer groups. Improvements to case company’s sales process with CRM system features are handled in theory part.
Utilization of the thesis becomes concrete in new CRM system suggestions and indicators to measure success of selection process. Principal company also receives improvement suggestions for their sales process and customer management. The features in CRM systems are general features that are not tied to certain platform. This way thesis doesn’t tie the company on one specific system.