CUSTOMER RELATIONSHIP
MANAGEMENT
Internship Presentation
Soham Kulthe 1032181217
Background
• The main purpose of CRM is to improve the relationship with the customers.
• The objective to do this project is to develop a system which can help the organisations to decrease their defection rate of
customers.
• Customer filtering allows the user filter out a customer list from the customer database by using customer’s demographic
information.
• With weak relationship customer is impossible to have high loyalty.
• The tool to decrease the customer defection rate is customer relationship management (CRM). CRM can help the company to
identified, acquire, satisfy and retain profitable customers from existing customer base.
Project Objective
• The main objectives of CRM are identify, acquire, satisfy and retain profitable customers.
• Improve customer retention rate or decrease customer defection rate will affect the increasing of the size of customer base. A company with
lower defection rate will obtain bigger size of customer base in future.
• Customer Relationship Management (CRM) is the core business strategy that integrates internal processes and functions, and external
networks, to create and deliver value to targeted customers at a profit.
• The project product will let user to create a simple analysis. For example, the user should able to create an analysis of the ratio of male
• The promotion management should include create, modify and deliver the promotion to customers. Beside this, the promotion management
also should be able to detect the response of customer based on the promotion and analyse the response.
Methodology Followed
• The incremental model is the best model to be used to develop this system.
• In the incremental model, the steps was from initial planning into the planning and specific requirement, after that will develop and
deployment, the testing will be conduct concurrently.
• At the end the collected testing data will be used to enhance the system and start from the planning phase again.
Data Collection and Analysis
• User Management: The user system should including add, modify and delete user. The system admin should be able to
manage the account of different internal users. The customers will register the account in the system.
• User Authentication: Users need to provide their login ID and password every time they access the system.
• Group Creation and Management: Each user shall be define and belong to one or more group. Example of user groups is
admin, manager, customer and others. The admin shall able to create and maintain the group setting.
• Pages permission: Different pages shall grant to different user group. For example, admin user is only grant to control the user
and system.
We compared various available CRM Apps in the market like
• PipeDrive
• Atlassian
• SalesForce
• Zoho
• Zen desk
These Apps were quite di erent in the nature and were No-Code Platform and were in 3 speci c types
Need of a hybrid version!
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Challenges Faced
1.Creating a User Friendly Interface
2.Arranging all Angular Components and Planning for them
3.Searching for Available CRM APIs in the Market and Comparing them
4.Connect Frontend CRM with Company Database and Validating them
5.Giving Separate Permission for Different Users according to their level of access
6.Adding Dynamic Spinners, Loaders and Widgets.
7.Retrieve API from XANO Platform and Integrate them
8.Using Currency Validators and Inputing same Data for Invoice generation
9.Integrating Company Mail Platform into CRM.
Future Scope
•The future of CRM is bright. CRM will continue to report key data and give insight for future action, however, leading experts
see CRM evolving to measure and inform sales enablement and customer engagement while playing a tremendous role in the
success of future business.
•We can Introduce AI/ML with Web Development to create a hybrid technology mixed CRM which will cater needs of the
organisation and ever developing Tech World
•We can Introduce a Chat Bot on Client side which will help them in assessing while giving quotation and discussing pricing
options.
•Introduce AI in Finance Module.
Conclusion
• Customer churn is the problem faced by all of the organisation.
• There is not any specific method to solve this problem completely because every customer is unique and changing every day. It will
directly affect the profit of the company; the method to decrease the number of customer leaving is by increasing Client loyalty.
• The proposed solution to increase the customer retention in this project is applying the customer relationship management (CRM)
system to the organisation.
• This CRM system will help the company to have a more clearly and dynamic view to the customer, and increase the current
customers loyalty and retention plus attract new customers and detect the customer which will churn.
• This project was developed as CRM. This CRM system was achieve the all the objectives of the project. The objectives were done
by different modules of the system.
Modules
