CRM project in Hur Oy
Myhre, Marius (2010)
2010
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023122038733
https://urn.fi/URN:NBN:fi:amk-2023122038733
Tiivistelmä
This thesis is the result of a student project during work placement practice at Hur Oy. The aim and purpose of the project was to enable the selection of a suitable CRM system for Hur Oy and plan the implementation of a CRM system.
The study shows the complexity of Customer Relationship Management and presents the concept from different angles and viewing points, including its different levels, dimensions and components of CRM. It is suggested that any organisation opting for a CRM system should approach the process with a holistic view of both the organisation in question as well as of CRM in order to successfully implement a CRM system.
Leadership commitment is of great importance in a CRM implementation project, along with the careful selection of a suitable CRM software system. The CRM organisation should also take care of organising its processes around CRM, and training its employees in using the CRM system effectively.
For this project there was also done a comparison between three different CRM products, along with the design of a preliminary questionnaire to survey the knowledge and awareness level of CRM in Hur. The thesis presents Hur Oy with a broader view of CRM along with recommendations for the future.
The study shows the complexity of Customer Relationship Management and presents the concept from different angles and viewing points, including its different levels, dimensions and components of CRM. It is suggested that any organisation opting for a CRM system should approach the process with a holistic view of both the organisation in question as well as of CRM in order to successfully implement a CRM system.
Leadership commitment is of great importance in a CRM implementation project, along with the careful selection of a suitable CRM software system. The CRM organisation should also take care of organising its processes around CRM, and training its employees in using the CRM system effectively.
For this project there was also done a comparison between three different CRM products, along with the design of a preliminary questionnaire to survey the knowledge and awareness level of CRM in Hur. The thesis presents Hur Oy with a broader view of CRM along with recommendations for the future.