Λογισμικό διαχείρισης πελατειακών σχέσεων και μικρομεσαίες επιχειρήσεις και το σύστημα Simple CRM
SubjectΔιαχείριση πελατειακών σχέσεων ; Μικρομεσαίες επιχειρήσεις ; Λογισμικό εφαρμογών -- Ανάπτυξη
This thesis - carried out for the attainment of a degree of Master of Science in “Advanced Computer Systems” of University of Piraeus - is concerned with the design and development of Simple CRM, a web-based CRM platform best suited to small-to-medium businesses. The theory encompassing CRM and eCRM systems will be presented, examining key terms like custom support, customer satisfaction, customer base growth etc. The thesis provides an in-depth description of the core functionalities of a CRM system, as well as how valuable it can be proved, even to small-scale businesses. Emphasis will also be laid on the benefits drawn out from CRM adoption, as well as on the mistakes that can cause the implemented solution to fail. Moreover, reference will be made to the proposed system architecture along with the technology and programming patterns used to develop Simple CRM. To further complement the aforementioned principles, market analysis of the most popular web-based CRM systems is additionally supplied. Conclusively, Simple CRM - which was developed for the purpose of this thesis - will be thoroughly presented.