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ABSTRACT

Customer relationship management (CRM) is a term applied to processes implemented by a company to handle its contact with its customers. CRM software is used to support these processes, storing information on current and prospective customers. Information in the system can be accessed and entered by employees in different departments, such as sales, marketing, customer service, training, professional development, performance management, human resource management and compensation. Details on any customer contacts can also be stored in the system. The rationale behind this approach is to improve services provided directly to customers and to use the information in the system for targeted marketing and sales purposes.
This project is for one of the major manufacturing company. They manufacture UPSs (Uninterrupted Power Supply Machines) and Inverters for both home and office use.
The company already has an automated system for Manufacturing, Costing, Production, and Sales. The complete details about their customers and details about the product sold to those customers are being maintained in the company's database.

Now the company requires an extension to their existing system, in order to automate their Customer Service part.
Customer Relationship Management is not just about how a company communicates with its customers through advertising, direct marketing and customer services. It is a much broader commitment to organize a company around its customers in order to anticipate individual needs whilst providing the organizational structure to deliver on the marketing promise.