Customer Relationship Management (CRM) System - BSc IT Project Guide
1. Introduction
A Customer Relationship Management (CRM) System is designed to manage a company's interactions with current and potential customers. It uses data analysis about customers' history to improve business relationships, focusing on customer retention and ultimately driving sales growth.
2. Project Objectives
- To store and manage customer information securely.
- To automate sales, marketing, and customer support.
- To generate insights through reporting and analytics.
- To enhance communication between sales teams and clients.
- To improve customer satisfaction and retention.
3. System Modules
a. Customer Database Management
b. Sales and Lead Tracking
c. Marketing Campaign Management
d. Customer Support Ticketing System
e. Reporting and Analytics Dashboard
f. User Access Control
4. Technologies Used
- Frontend: HTML, CSS, JavaScript, React
- Backend: Node.js / Django / Laravel
- Database: MongoDB / MySQL / PostgreSQL
- Tools: Git, VS Code, Bootstrap, REST APIs
5. Development Methodology
The project follows Agile methodology to accommodate evolving user requirements and ensure regular feedback through iterative development cycles.
6. System Design Overview
The system uses a modular MVC architecture with a responsive UI. Role-based access ensures secure handling of customer data across sales, marketing, and support departments.
7. Testing
- Functional Testing of all CRM modules
- Integration Testing for seamless data flow
- Security Testing for data confidentiality
- Usability Testing to ensure intuitive navigation
8. Conclusion
The CRM System streamlines business operations, improves customer service, and supports data-driven decision-making. It is a vital tool for enhancing customer engagement and achieving business objectives.