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Standardiserad lösningsprototyp vid implementation av Microsoft Dynamics CRM
KTH, School of Technology and Health (STH), Health Systems Engineering. KTH, School of Technology and Health (STH), Medical Engineering, Computer and Electronic Engineering.
KTH, School of Technology and Health (STH), Medical Engineering, Computer and Electronic Engineering.
2015 (Swedish)Independent thesis Basic level (university diploma), 10 credits / 15 HE creditsStudent thesisAlternative title
Standarized prototype solution for implementation of Microsoft Dynamics CRM (English)
Abstract [sv]

I arbetet att tillfredsställa kunders behov och stärka relationerna mellan köpare och säljare så använder sig företag av affärsfilosofin Customer Relationship Management (CRM). Stora CRM satsningar görs inom företag och flera olika CRM leverantörer ger stöd åt verksamheterna i form av CRM-system. CRM-systemen levererar ofta funktionalitet för kundtjänsthantering, försäljning och marknadsföring men många företag använder endast försäljningsmodulen i CRM-systemet.

 

Kentor jobbar idag med support och utveckling på Microsoft Dynamics CRM plattformen och ville undersöka möjligheterna att generalisera försäljningsmodulen i CRM-systemet för att enkelt kunna möta nya kunders behov inom området.

 

Denna rapport innehåller en utvärdering, jämförelse samt en generalisering av tre olika CRM-lösningar. Utvärderingen grundades i en analys av tre olika CRM leverantörer samt en analys av tre Microsoft Dynamics CRM-lösningar. Jämförelsen samt generaliseringen grundades genom framtagning av en vetenskaplig jämförelsemetodik av IT-system.

 

Prototypen som skapades från resultatet av jämförelsen ansågs som en generell lösning, men författarna ansåg att prototypen inte tillförde tillräckligt med generella anpassningar för att företag skulle dra nytta av lösningen.

Abstract [en]

In the progress of satisfying customer needs and improving the bonds between buyers and sellers the companies use the business philosophy of Customer Relationship Management (CRM). Significant CRM investments are made by companies and various CRM vendors provide support for businesses through CRM-systems. CRM-systems often deliver features handling customer management, sales and marketing, but many companies only use the sales module of the CRM-system.

Kentor is currently working with support and development on the Microsoft Dynamics CRM platform and wanted to study the possibility to generalize the sales module in the CRM-system to meet customer needs easier.

 

This report contains an evaluation, comparison and generalization of three different CRM solutions. The evaluation was based on an analysis of three different CRM distributors as well as an analysis of three Microsoft Dynamics CRM solutions. The comparison and generalization were based on a scientific comparison methodology for IT-systems.

The prototype was created from the result of the comparison and was considered a generalized solution but the authors did not regard the prototype to have sufficient generalized customizations for companies to take advantage of the solution.

Place, publisher, year, edition, pages
2015. , 57 p.
Series
TRITA-STH, 2015:094
Keyword [en]
CRM, Dynamics
Keyword [sv]
CRM, Dynamics
National Category
Computer Science
Identifiers
URN: urn:nbn:se:kth:diva-174902OAI: oai:DiVA.org:kth-174902DiVA: diva2:859831
Subject / course
Computer and Systems Sciences
Educational program
Bachelor of Science in Engineering - Computer Engineering
Supervisors
Examiners
Available from: 2015-10-12 Created: 2015-10-08 Last updated: 2015-10-12Bibliographically approved

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