Study for the customer relationship management (CRM) system from Microsoft Dynamic and sale force and implementation into the ATREVIA company

Abstract

The aim of this thesis is to study of the software (Microsoft Dynamic CRM 2016) in order to implement in Atrevia which is the second big communication agency and Salesforce would be another main software to evaluate in comparison with Dynamic CRM because there is a paucity of implementing Customer relationship management in communication agency. We are in a competitive market, in order to realize our mission and vision in medium and small companies it is Indispensable to attend our clients to find unmet needs, we can’t discover unmet needs and propose viable solutions without organization software like customer relationship management or its acronym CRM. However, the adoption of strategies and customer relationship management implemented seems to bring significant benefits in this regard and It is presented as an appropriate tool to achieve specific goals for small and medium enterprises regarding the capture and all the requirement which is mention in this thesis. As I have done part of practice in financial department that was really crucial in terms of familiarity with other software which CRM is compatible with other system such as Microsoft Navision 2016 and Microsoft project management in order to decrease the quantity of sharing and reports of clients because contact and other information are part of the company. The company has feared to change the software since three years ago and there are some obstacles to implement the new software whether or not it is too risky strategy to lose some clients and not being user friendly for marketing department and others. It would be not dismiss the criticism of CRM such as volume of data, duplication by Director of Marketing. In this project some important definition will be explained such as lead, potential client, opportunity in the business process which are the same in both software. Finally, All the frequent problems are solved in the annex.