Cover Image

Customer Relation Management (CRM) system for Customer Service Management

This is a development-based project for a Customer Relationship Management (CRM) system for Customer Service Management. A CRM system is mainly used in businesses from small to large scale. A CRM system is a part of a module within the Enterprise Resources Planning (ERP) system, whereby it covers mu...

Full description

Saved in:
Bibliographic Details
Main Author: Lian, Shunding
Format: Final Year Project / Dissertation / Thesis
Published: 2023
Subjects:
Q Science (General)
T Technology (General)
Online Access:http://eprints.utar.edu.my/5525/1/fyp_CS_2023_LS.pdf
http://eprints.utar.edu.my/5525/
Tags: Add Tag
No Tags, Be the first to tag this record!
id my-utar-eprints.5525
record_format eprints
spelling my-utar-eprints.55252023-09-08T13:48:19Z Customer Relation Management (CRM) system for Customer Service Management Lian, Shunding Q Science (General) T Technology (General) This is a development-based project for a Customer Relationship Management (CRM) system for Customer Service Management. A CRM system is mainly used in businesses from small to large scale. A CRM system is a part of a module within the Enterprise Resources Planning (ERP) system, whereby it covers multiple functionalities from streamlining a company’s organizational processes to automating them. A CRM system, however, is focused on improving the relationship between a company and its customers through the usage of various types of tools within the system such as sales process streamlining, product recommendation analysis and customer service ticket management. In the real world within the business field, competition is inevitable, and a high customer churn rate is something hard to attain yet important for the growth and sustainability of a company. Customers are the source of success for a business since a business with a high customer churn rate affects the development of the company such that it may lead to the fall of the company if the customer base of the company cannot be secured. Besides, many existing CRM products are heavily focused on the pre-sales closing processes, while neglecting the after-sales process. Thus, this project aims to develop a CRM system, that focuses on customer service management. This project aims to cover some problems within existing systems, which will be covered in Chapter 2 of this paper. The system will employ some basic functionalities within a CRM system such as user profiling that includes full-fledged CRUD operations, a chat bot functionality, ticket management system, and finally a user dashboard that centralizes the ticketing management process where analytics will be shown. Some tools and frameworks that will be employed in this project include ASP.Net Core, Blazor Server App, Entity Framework Core, Dapper, C#, SQL Server RDBMS, Azure Cognitive Services, Syncfusion Components and so on. 2023-01 Final Year Project / Dissertation / Thesis NonPeerReviewed application/pdf http://eprints.utar.edu.my/5525/1/fyp_CS_2023_LS.pdf Lian, Shunding (2023) Customer Relation Management (CRM) system for Customer Service Management. Final Year Project, UTAR. http://eprints.utar.edu.my/5525/
institution Universiti Tunku Abdul Rahman
building UTAR Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Tunku Abdul Rahman
content_source UTAR Institutional Repository
url_provider http://eprints.utar.edu.my
topic Q Science (General)
T Technology (General)
spellingShingle Q Science (General)
T Technology (General)
Lian, Shunding
Customer Relation Management (CRM) system for Customer Service Management
description This is a development-based project for a Customer Relationship Management (CRM) system for Customer Service Management. A CRM system is mainly used in businesses from small to large scale. A CRM system is a part of a module within the Enterprise Resources Planning (ERP) system, whereby it covers multiple functionalities from streamlining a company’s organizational processes to automating them. A CRM system, however, is focused on improving the relationship between a company and its customers through the usage of various types of tools within the system such as sales process streamlining, product recommendation analysis and customer service ticket management. In the real world within the business field, competition is inevitable, and a high customer churn rate is something hard to attain yet important for the growth and sustainability of a company. Customers are the source of success for a business since a business with a high customer churn rate affects the development of the company such that it may lead to the fall of the company if the customer base of the company cannot be secured. Besides, many existing CRM products are heavily focused on the pre-sales closing processes, while neglecting the after-sales process. Thus, this project aims to develop a CRM system, that focuses on customer service management. This project aims to cover some problems within existing systems, which will be covered in Chapter 2 of this paper. The system will employ some basic functionalities within a CRM system such as user profiling that includes full-fledged CRUD operations, a chat bot functionality, ticket management system, and finally a user dashboard that centralizes the ticketing management process where analytics will be shown. Some tools and frameworks that will be employed in this project include ASP.Net Core, Blazor Server App, Entity Framework Core, Dapper, C#, SQL Server RDBMS, Azure Cognitive Services, Syncfusion Components and so on.
format Final Year Project / Dissertation / Thesis
author Lian, Shunding
author_facet Lian, Shunding
author_sort Lian, Shunding
title Customer Relation Management (CRM) system for Customer Service Management
title_short Customer Relation Management (CRM) system for Customer Service Management
title_full Customer Relation Management (CRM) system for Customer Service Management
title_fullStr Customer Relation Management (CRM) system for Customer Service Management
title_full_unstemmed Customer Relation Management (CRM) system for Customer Service Management
title_sort customer relation management (crm) system for customer service management
publishDate 2023
url http://eprints.utar.edu.my/5525/1/fyp_CS_2023_LS.pdf
http://eprints.utar.edu.my/5525/
_version_ 1778167130300088320
score 13.211869

Similar Items