CHOOSING AND IMPLEMENTING CRM SYSTEM FOR A SERVICE COMPANY : Nordmaja OÜ
Kukoyi-Ajayi, Omowunmi (2015)
Hämeen ammattikorkeakoulu
2015
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201502182350
https://urn.fi/URN:NBN:fi:amk-201502182350
Tiivistelmä
The present economic situation has necessitated the acquisition of competent tools and technologies such as CRM by organizations to enable them to monitor and optimize each customer interaction in order to maximize return on investment, to improve customer retention and to gain customer loyalty. The commissioner of this thesis, Nordmaja OÜ is an HVAC services company, registered in Estonia with operations around the world. It is an SME that is growing and has plans for future expansion.
The thesis project aimed at solving some challenges experienced by the commissioning company such as: How to measure customer efficiency/performance, how to assess the closest competitors, customer satisfaction, and how to create the right tools and methods for achieving these goals.
The practical implementation of the project was approached using the Agile Project management technique for software development projects. This project approach involved several iterative tasks which are conceived and executed to conclusion as the situation demands in a very adaptive way. This approach was very convenient to be employed here as the thesis commissioner was actively involved n the project from start to finish and this approach also allowed for frequent testing of the project. The theoreti-cal aspect of the project involved the use of the internet and literature in the field. Brain-storming sessions were conducted through: Skype, emails, face-to-face, Google docs, Google spreadsheet, and Gantter for web-based project scheduling.
The thesis project aimed at solving some challenges experienced by the commissioning company such as: How to measure customer efficiency/performance, how to assess the closest competitors, customer satisfaction, and how to create the right tools and methods for achieving these goals.
The practical implementation of the project was approached using the Agile Project management technique for software development projects. This project approach involved several iterative tasks which are conceived and executed to conclusion as the situation demands in a very adaptive way. This approach was very convenient to be employed here as the thesis commissioner was actively involved n the project from start to finish and this approach also allowed for frequent testing of the project. The theoreti-cal aspect of the project involved the use of the internet and literature in the field. Brain-storming sessions were conducted through: Skype, emails, face-to-face, Google docs, Google spreadsheet, and Gantter for web-based project scheduling.