Table of Contents

Chapter 1: Introduction
1.1 Background of the Study
1.2 Problem Statement
1.3 Objective of Study
1.4 Significance of the Study
1.5 Scope and Limitations of the Study
1.6 Research Methodology

Chapter 2: Literature Review
2.1 Overview of Customer Relationship Management (CRM)
2.2 Benefits of CRM for Small Businesses
2.3 Challenges of Implementing CRM in Small Businesses
2.4 CRM Systems in the Market
2.5 Success Stories of CRM Implementation in Small Businesses

Chapter 3: System Design
3.1 Requirements Gathering and Analysis
3.2 System Architecture
3.3 Database Design
3.4 User Interface Design
3.5 Security and Privacy Considerations

Chapter 4: Implementation
4.1 Software Development Process
4.2 Testing and Quality Assurance
4.3 Deployment
4.4 User Training
4.5 Maintenance and Support

Chapter 5: Conclusion and Summary
5.1 Summary of Findings
5.2 Contributions of the Study
5.3 Recommendations for Future Research
5.4 Conclusion

Project Summary:

The final year project thesis titled “Design and Implementation of a CRM System for Small Businesses” aims to address the growing need for small businesses to effectively manage and maintain relationships with their customers. The project will explore the benefits of implementing a Customer Relationship Management (CRM) system in small businesses and the challenges they face in doing so.

The project will begin with a comprehensive literature review on CRM, focusing on its importance, benefits, challenges, and available CRM systems in the market. This will provide a solid foundation for the system design phase, which will involve gathering requirements, designing the system architecture, database, user interface, and addressing security and privacy concerns.

Following the system design, the project will move on to the implementation phase, where the CRM system will be developed, tested, deployed, and users will be trained on how to use the system effectively. The project will also cover maintenance and support strategies to ensure the long-term success of the CRM system.

In conclusion, the project will summarize its findings, highlight its contributions to the field of CRM for small businesses, provide recommendations for future research, and draw a conclusion on the overall success of the project in achieving its objectives.

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