Table of Contents:

Chapter 1: Introduction
1.1 Background of the Study
1.2 Statement of the Problem
1.3 Objectives of the Study
1.4 Research Questions
1.5 Significance of the Study
1.6 Limitations of the Study
1.7 Scope of the Study

Chapter 2: Literature Review
2.1 Overview of Customer Relationship Management (CRM)
2.2 Importance of CRM in Business
2.3 CRM Systems in Practice
2.4 Key Features of CRM Systems
2.5 Challenges in Implementing CRM Systems

Chapter 3: System Design
3.1 Requirements Gathering
3.2 System Architecture
3.3 Data Model
3.4 User Interface Design
3.5 Security Considerations

Chapter 4: Implementation
4.1 Software Development Methodology
4.2 System Testing and Deployment
4.3 Training and Support
4.4 Monitoring and Evaluation
4.5 System Maintenance

Chapter 5: Conclusion and Summary
5.1 Summary of Findings
5.2 Conclusion
5.3 Recommendations for Future Research

Project Summary:

The final year project titled “Design and Implementation of a Customer Relationship Management (CRM) System” aimed to develop a software solution that would help businesses effectively manage their customer relationships.

The study started with an introduction to the importance of CRM in business and identified the problem statement related to the lack of a centralized system for managing customer interactions. The objectives were outlined to design and implement a CRM system that would address this issue.

The literature review explored the concept of CRM, its significance in business operations, and the key features and challenges associated with CRM systems. This provided a theoretical foundation for the design and implementation of the system.

The system design phase involved gathering requirements from stakeholders, designing the system architecture, data model, and user interface, and considering security measures to protect customer data.

The implementation phase followed a software development methodology, including testing, deployment, training, and support activities. The system was then monitored and evaluated to ensure its effectiveness in improving customer relationships.

In conclusion, the project successfully developed and implemented a CRM system that met the objectives set out in the study. Recommendations for future research were provided to further enhance the system and explore new opportunities for CRM in business operations.

Overall, the project contributed to the field of CRM by providing a practical solution for businesses to better manage their customer relationships, ultimately leading to improved customer satisfaction and retention rates.

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