CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM (CRMS) TO TRACE ASSOCIATION BETWEEN PRODUCTS

• Main Author: Mustafar, Aisyah Naemah
• Format: Final Year Project
• Language: English
• Published: UNIVERSITI TEKNOLOGI PETRONAS 2012
• Online Access: http://utpedia.utp.edu.my/6260/1/Aisyah%20Naemah%20Bt%20Mustafar_12519_UTP_Dissertation%20FYP.pdf; http://utpedia.utp.edu.my/6260/

With a research-minded and end-user point of view and with the bibliographic overview, the project discuss on developing a Customer Relationship Management System (CRMS) to trace association between products. Mainly, the purpose of performing this project is to identify the relationship between products in the new environment situation, to design and develop Customer Relationship Management System (CRMS) towards the organization and to implement and test the prototype in the organization which is Rahmath’s grocery shop. The aim of developing the system is due to the problems of new environment situation that lead to different social, demographic, geographic and behaviour of customers in purchasing a product and competition between existing and new companies in town that lead to customer tendency to change their typical place to purchase daily consumption. The new environment is influence by the opening of huge supermarket Tesco at Taman Maju. Taman Maju is the area which the scope of study in this project is conducted. Rahmath grocery shop is the organization that is targeted to implement the CRMS. The chosen of this scope is because Rahmath grocery shop is considered the existing shop in Taman Maju which obtains a new competitor (Tesco) that changes the current environment. Methodology used throughout this project is agile methodology that is based on incremental and repetition of development. The interaction between developer and users is consistent throughout the lifecycle of project. It is identify that CRMS could assist business in gaining customer retention and increase the business performance.