Abstract:
Web CRMS is a customer relationship management system that organizes both company’s and customers’ point of views into an operational tool for a symbiotic benefit. The customers’ acquisitions and retention by a company is very important for the company’s survival. A CRMS combines the marketing, customer care services, technical support and product and service boards into a single operational tool that provides a single point of control for both the business and the customer. For a successful running of a business, the customer services is the focal point and this is handled by a better and user friendly CRMS. In the humble word of technologist Steve Jobs himself “customers don’t know what they want until they see it”, hence a CRMS must be developed with a customer in mind of what he/she might feel better by the developer being in the position of the customer. This project derives the strike balance between customer retention and acquisition capabilities of a company. It gives the retention abilities of a company as the key to larger customer base as McKinsey proves that. This project analyses the various development methodologies as waterfall model, spiral, evolutionary and spiral models. It tries to give the best suitable scenarios for the application and implementation of any of them. On the evaluation of the system, the evaluation criteria used was the WebFP_QEM (web functional point quality evaluation methods. This method is suitable for the evaluation of the various functional points of any web application. The time frame and the budget guidelines are also listed to direct on proper time management for the development, testing and implementation of the system.
