Customer Relationship Management System

Running head: CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM
Covering letter to sponsor
To,
Mr John Noah,
CTO, Vodafone
Sydney
Subject: Proposal for up gradation of CRM
It has been taken into account that, Vodafone has been trying to provide better customer
service to users along with reducing churn rate. We are working on this in a team and we have
prepared a proposal for Vodafone.
The proposal discusses regarding various aspects of this particular project. We have been
through numerous options such as new, up gradation or custom build.
If you are free for some time in the next week, we would be able to present the provided
proposal in details which would help you to decide regarding the matter.
Regards
Vijay Rajput
General Manager- IT
TCS, Sydney

1CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM
CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM
Name of Student
Name of University
Author’s Note

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Table of Contents
Introduction..........................................................................................................................4
Body.....................................................................................................................................5
External and internal operating environments.................................................................5
Opportunities provided by customer relationship management for IT............................7
Justification of the proposed system................................................................................8
Contribution of information system.................................................................................9
System analysis and system design for the intended system.........................................10
System development......................................................................................................12
System testing................................................................................................................13
System implementation.................................................................................................14
Post-implementation activities.......................................................................................15
Project management, risk management and change management.................................16
Conclusion.........................................................................................................................17
References..........................................................................................................................19

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Executive summary
Vodafone Hutchison Australia is an organization which serves the entire country with its
tele communication services. These services are used by people all over the country for various
purpose. Implementation of Customer Relationship Management would be very helpful for the
organization in improving their performances and growing their business. Vodafone follows
various business processes in order to grow their business and increase their revenue, they
frequently form deals with different organizations in order to complete certain projects or for
bringing about changes in their working principles. These changes usually are planned for the
betterment of the company in all aspects. A new system of customer relationship management
needs to be introduced in order to improve their relationship with customer along with growth in
their business. The implementation of customer relationship management systems would be
beneficial for the company because it would decrease the communication gap among the
customers and the organization. The report discusses regarding various working principles of
Vodafone and the benefits provided by Customer Relationship Management to the organization
in various ways.

4CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM
Introduction
Vodafone Australia, also known as Vodafone Hutchison Australia is an organization with
deals with mobile telecommunications; it also acts as internet service provider which is
responsible for operating the brand in Australia. The collaboration of Vodafone and Australia
with Hutchison 3G Australia has brought about great changes in the organization (Abbas,
Chachar and Bilal 2017). The main concentration of the organization being on the collaboration
and settling their working environment, it ignored the fact that along with developing working
principles, the organization also needs to concentrate on Customer Relationship management.
The vision of Vodafone is to be the leader of communications in the increasingly
connected and to enrich the lives of customers by helping individuals, communities and
businesses for being more connected in the mobile world; the mission of the company is to
enrich the lives of their customers with the help of a unique power of the mobile communication
(Ahmad, Wahit and Farid 2016). Vodafone follows various business processes in order to grow
their business and increase their revenue, they frequently form deals with different organizations
in order to complete certain projects or for bringing about changes in their working principles.
These changes usually are planned for the betterment of the company in all aspects. A new
system of customer relationship management needs to be introduced in order to improve their
relationship with customer along with growth in their business. The implementation of customer
relationship management systems would be beneficial for the company because it would
decrease the communication gap among the customers and the organization (Anshari, Alas and
Yunus 2015). This assignment provides various ways by which customer relationship

5CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM
management system can be implemented in the organization and ways by which it would be
beneficial for the company.
Body
External and internal operating environments
External operating environment includes various factors including political, economic,
social, technological, and environmental. These factors are described below in details
 Political: the political factors that are important for the operation environment of
Vodafone include labor law, political stability, trade restrictions, environmental
law, and tariff and tax policy. The organization welcomes all sort of foreign
investments or any kind of joint ventures with several local businesses. They
suggest other operators for installing own equipment in the exchange (Ascarza,
Ebbes and Netzer 2017). This specific policy had lowered the entry barrier for
organization. Numerous more licenses were issues for the new operators.
 Economic: some economic factors like interest rate, exchange rate, economic
growth and inflation rate have been a part of the operation environment of the
organization. Usually in some critical cases, customers tend to become more price
driven instead of quality driven hence the economic factors are to be considered
seriously (Bansal and Purohit 2017). The bargaining power of various bankers
tends to be stronger, getting a loan from bank becomes very difficult and they
need to pay a high rate of interest.
 Social: various social factors include age distribution, lifestyle, growth rate and
cultural aspects. In Australia the population keeps increasing because of migration