1. Higher Institute of technological
studies in communications Tunis
Company’s Customer Relationship Management
Directed by :
Ayed Maissen
Douiri Achref
Supervised by:
M. Frikha Lilia
Mr. Hajji Mohamed
College year : 2015 - 2016
3. SCOPE OF PROJECT
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Collect and Structure Company
Information
Improve Productivity and
Increase Company Profits.
Better Knowing;
Conquering; Idolizing
Company’s Customers
11. CRM CUSTOMER RELATIONSHIP MANAGEMENT
Its more than software, CRM is
- A comprehensive approach to optimize the relations with contacts (customers, prospects,
prescribers, etc.)
- A way to gain a better understanding to best meet their needs while optimizing the profitability of
the relationship .
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It is a philosophy: putting the customer at the business center.
Accountants have accounting software.
Managers have pay payroll software.
Commercial, technicians, marketers have the CRM.
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Benefits.
Customer Benefits
Loyalty measures by offering personalized customer service and responsive to expectations.
Ease and dynamism the services requested by customers (sales service).
Business Benefits
Reducing time costs
The productivity gain, including the establishment of a customer service allowing real time
tracking
To better know customers
21. CONCLUSION
Our work consist in: development of a CRM solution that will be adequate to
Tunisian companies and small to medium companies
Impacts: Improving our passive skills
Discovering moderns IT and business problems
Discovering new technologies.
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22. PERSPECTIVES
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Graphic user interface improvement; to make
more ergonomics
Add more modules as requested by the cutomers
needs
Tahnk you , we will begin our presentation with a scop of project, as we see nowsdays the world is becoming significatly competitive , with that company’s consider the loyalty of their customer as a very important task they need to maintain , from that came the concept of customer relationship manager..
Where we can improve productivity by centralising customer information ,and from that ease the employes work , by better knowing conquering, idolizing company’s customers,while structuring and organizing company’s important information to reduce work time and as result gain more profit
But with that we observed some problems with the crm market
As the crm solution are very expensive to small and medium company’s , for example most of tunisian example have lot of medium and small buissness so they can not afford having an expensive crm ,from the other side , open source solution are limited and not flexible,and the diffuclty of formation and maintenaince of these solution where we need and expert to come and fix every thing and give lessons for the company’s employee and that also will be very expensive
And for that we came upwith a solution
Design and devolop a crm solution that can fuffil these company’s needs
So to resume The main objective is devolop a solution for company
That will increasse productivity by centralaising customer information to reduce work
time with that gain more money without foregeting to increase work flexibilty work for employees
And with that we gain our customer satisfaction ,
Without forgeting the security aspect of the project , the database is dublicated first of all to a master and slave that work simultainsly to maintain the dispobiblity of the modules while inserting data or updating data , without forgeting that communic hase also hardwere duplication for maintaing there solution dispnibilty
Also having a strong authntification will aid to maintain the security aspect of the project as we have client side validation
While haching the code so it can’t be spoffied and in the end another server validation to insure that authentification
While maintaing a record of the logs and ip idresses with a time stamp