Impact of Enterprise System roll-out project – CRM system upgrade & deployment
Tatra, Dalvir (2015)
Metropolia Ammattikorkeakoulu
2015
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015052710538
https://urn.fi/URN:NBN:fi:amk-2015052710538
Tiivistelmä
The author of this master thesis was motivated by his professional interest in field of Customer Relationship Management (CRM) and CRM implementation in practice from scratch. Luckily, there was a CRM upgrade project planned at the author's workplace which provided him the opportunity to take a deep dive into the interest area.
The main aim of this study is to identify and analyse the different factors impacting the company as a whole while deciding to do the CRM upgrade project and propose a solution model for doing the change. Through this master thesis, the author tried to qualitatively and quantitatively analyse the impact of multiple factors on the CRM upgrade and provide a proposal containing the multiple options to the company for proceeding with CRM upgrade project.
The theoretical part of this master thesis was built to separately determine the software and industry categories and applicability criteria. The theory covered the CRM application areas, common problems faced and comparison of multiple CRM solution providers. The interviews and survey done at the case company allowed to analyse the data and allowed to make some recommendations and proposal for future.
The results from this study are aimed allow the company to utilize the proposed proposal and help the company to make decision regarding how to proceed with the CRM upgrade project which should ultimately bring costs down, reduced customization, improved technical as well as business benefits, resolve resourcing issues etc.
The main aim of this study is to identify and analyse the different factors impacting the company as a whole while deciding to do the CRM upgrade project and propose a solution model for doing the change. Through this master thesis, the author tried to qualitatively and quantitatively analyse the impact of multiple factors on the CRM upgrade and provide a proposal containing the multiple options to the company for proceeding with CRM upgrade project.
The theoretical part of this master thesis was built to separately determine the software and industry categories and applicability criteria. The theory covered the CRM application areas, common problems faced and comparison of multiple CRM solution providers. The interviews and survey done at the case company allowed to analyse the data and allowed to make some recommendations and proposal for future.
The results from this study are aimed allow the company to utilize the proposed proposal and help the company to make decision regarding how to proceed with the CRM upgrade project which should ultimately bring costs down, reduced customization, improved technical as well as business benefits, resolve resourcing issues etc.