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PROJECT TOPIC: DESIGN AND IMPLEMENTATION OF A A CUSTOMER RELATION MANAGEMENT SYSTEM (CRMS) FOR MEDIUM SCALE ENTERPRISE
Department: Computer Science
FORMART: MS WORD
PAGES: 72 pages, abstract, chapter 1-5 , APENDIX A source code and APENDIX B output, well reserached and supervised
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1.1 Background Of The Study
To attain customer loyalty, long-term viability and profitability and consequent success, institutions and organizations are placing increasing emphasis on the customer satisfaction using technologies including computer processing to make Decisions and implement programmed decision processes (Reichheld, 2009).
According to research the world is fast becoming a global village and a necessary tool for this process is communication of which telecommunication is a key player. The quantum development in the telecommunications industry all over the world is very rapid as one innovation replaces another in a matter of weeks. A major breakthrough is the wireless telephone system which comes in either fixed wireless telephone lines or the Global System of Mobile Communications (GSM). Communication without doubt is a major driver of any economy today.
Telecommunication services have taken over in today’s highly competitive global market place, the pressure on organizations to find new ways to create and deliver value to customers is growing stronger. Information and communication technology (ict) is today being applied in many organizations in a wide range and operations mostly in business and organisations. This trend has provided new ways to store, process, distribute and exchange information both within companies and with customers and supplier in the supply chain (Somuyiwa and Oyesikun, 2010). According to (Haag et., al.,2002) Customer needs in this ever-changing environment is becoming the keys to attain competitive advantage.
Customers nowadays are becoming more time sensitive and time oriented in terms of time and delivery.
One of the factors that have driven all these changes is the constant change and evolution of technology, in this reality, the Customer Relation Management system (CRMS) concept has evolved in such a way that nowadays it must be viewed as a strategy to maintain a long-term relationship with the customers,
A good customer relationship is the key to business success.