DESIGN AND IMPLEMENTATION OF A CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM
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3 BACKGROUND THE OF STUDY
Customer Relationship Management (CRM) system came into existence when companies were intent on developing stronger bonds with their customer. According to [Kenbrell, (2002)], CRM is the process of managing detailed information about individual customers and carefully managing all customer “touch point” to maximize customer loyalty.
I-cell Telecommunication Nigeria Ltd is a telecommunication firm located in Nigeria. This telecommunication came up fully in existence in 2008, but due to manual way of organizing there customer relationship, I now decide to develop a web base application to enable the customer have effective and interactive interface.
It is impossible to state precisely what Customer Relationship Management (CRM) means to everyone. The term has been applied to almost every element to business that even remotely interacts with a customer. In its infancy, by [Kosh (2004)], CRM systems were a series of mainframe or server based applications specific to sales, marketing and support business functions.
The applications were lightweight by today’s standards and did little more than capture and file critical data. But as cultural boundaries within organizations weakened individual freedoms of information gave way to sophisticated applications that could open business functions. By doing so, these applications created the vision of a single view of the customer.
For the first time, organizations could track and analyze shifting customer needs, link marketing campaigns to sales results, and monitor sales activities for improved forecasting accuracy and manufacturing demands.
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