BN304 Industry Based Project 1: CRM System Development Final Report

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BN304 Industry Based Project 1
Customer Relationship Management
Final Report
Project Supervisor Name:
Industry Contact Name:
Company Name:
School of IT and Engineering
Trimester x 201x

Table of Contents
Abstract............................................................................................................................................2
1. Introduction..................................................................................................................................3
2. Project Detailed Design...............................................................................................................4
2.1 Summary of Literature Review.............................................................................................5
2.2 Objectives of Projects............................................................................................................7
2.3 Detailed Design.....................................................................................................................7
Weekly Schedule.........................................................................................................................7
Gantt Chart.....................................................................................................................................10
3.....................................................................................................................................................11
3.1 Implementation........................................................................................................................12
3.2 Testing.....................................................................................................................................13
3.3 Result of the Project.................................................................................................................14
Conclusion.....................................................................................................................................18
References......................................................................................................................................19
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Table of Figures
Figure 1: Gantt Chart.....................................................................................................................13
Figure 3: Resource Table...............................................................................................................14
Figure 4: Resource Graph..............................................................................................................14
Figure 5: Dashboard Page..............................................................................................................17
Figure 6: Media Library.................................................................................................................18
Figure 7: Products Library.............................................................................................................19
Figure 8: User table.......................................................................................................................20
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Abstract
The goal of the project was to define and explore various concepts of CRM and its practical
implementation in the project we have from our Sydney based client 111IT solutions. The main
objective of the website was to develop a system similar to CRM to support the website. The
website should be accessible to the client as well as servers. This report will show how the
various servers were configured and then set up. Different methodologies have been combined to
achieve the end result. Main motive is to create a system supporting CRM. In addition, by the
help of database and various servers, next target was to develop a firewall component which will
detect false alarms. CRM could be in fact a system which initiates the convenient and easy path
to help run a business. All the requirements of the client had been kept in mind and a better CRM
system has been implemented.
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1. Introduction
This report contains all information about the project of customer relationship management. It
fulfills the requirement of a company named 111IT solution. In this developer need to exhibit a
system which could finally be able to supply services of web-based processing of information. It
can also provides the back end configurations like database so that front end user can work upon
easily. Web server is very much important to set a good CRM. It has also some security imply
system. First section contains the research questions and problem areas. It will contain subtopics
like planning, objective, summary so that other user can understand easily that what this report is
want to explain.
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2. Project Detailed Design
CRM could be used to build customer relationships by gathering the customer data of their
interest, their like and dislike, what are their preferences and their priorities. There are certain
research challenges which were face while building CRM.
1) Lake of key information: even though the data has been collected there is no tool in
CRM software which will allow for key information to be stored, the data is stored
without primary key point.
2) Privacy concerns: CRM databases are do not support multi-channel promoting within
undeniable security ensured society it is very important and much needed for advertisers
to differentiate and then contact the customers according to their protection necessities.
CRM information or data could be extremely helpful and it also promotes excitingly
important issues.
3) Lake of incite: regardless of whether CRM information is exact or not, it is only data. It
provides organisation how much information regarding a customer is to be expected and
yet do not give any conclusion. Organizations required to use this information to give
their own part of knowledge to access buyers at the right moment, with the help of the
right channel and right message.
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2.1 Summary of Literature Review
2.1.1 The research of customer loyalty improvement in telecom industry based on NPS data
mining.
NPS could be defined as net promoter score and is used in an organization to maintain customer
relationships. It is measured on a scale of 1 to 10 where 10 score represents promoter and 0 are a
detractor.it provides easy communication with the firm. The only weakness NPS have is the
ability to drive response towards the customers. Using NPS a more structured CRM could be
build representing customers likes and dislikes. Also, NPs will help analyze client purchase and
will help to maintain the database. [1]
2.1.2 Quality-Based SQL: Specifying Information Quality in Relational Database Queries.
Customer data model helps in finding and predicting the behavior of the customer. the model is
used to record various data from different sources which provide basic information regarding a
customer. The data model has mathematical rules which capture all the information to find how a
customer behaves from which an organization with marketing demands can understand
customers need, requirements, characteristics, personality. Overall using this technology will
help to reduce the margin and difficulty faced by customers could be understood by the
organization. [2]
2.1.3 An Assessment of Data Mining Based CRM Techniques for Enhancing Profitability.
Business intelligence help store information regarding customer in market also help design a
proper strategy. Business intelligence could transfer customer data or boost information to the
companies which can then design competitive and business stability. Tool named data model
helps to introduce the risk of misunderstanding and miscommunication among customers.
Furthermore, data clustering could be used analyze data to improve business intelligence quality.
[3]
2.1.4 STUDY AND REALIZATION OF A CRM SYSTEM IN FUXIN BANK
Bank also use CRM in their business to gain profit and to gain customer trust. This article is
divided into five categories where the first one explains background and another one background
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of a bank which use CRM to run their business. This article deeply explains CRM in three
various phases- overall design phase, system design and detailed designing.[4]
2.1.5 Churn prediction in customer relationship management via GMDH-based multiple
classifier ensembles.
Accuracy of churn has immensely increase The prediction of future businesses has increased for
the companies because they are no longer confident about customers not turning into competitors
in the near future. To fix this flaw, MCM (multiple classifiers ensemble), has been emerged as
the most powerful tool. It works by combining the outcomes of the baseliners in a very specific
way. Since the algorithm is already very complex also the future is everchanging and difficult to
predict, generates limitations when executing it [5].
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2.2 Objectives of Projects
The objective of the project named CRM has been provided by the company named 111IT
solutions. In this, developer needs to design a CRM solution which will consist of both systems
as well as software. The project has been distributed into two categories which have been
processed by two distinguishable teams. main focus of this project could be CRM which could
be customer relationship management. CRM supplies by collecting the analysis of data of the
client and then can be used by the company to improve its performance. CRM helps by teaching
people and big organizations about different targeted audience. CRM analyses itself and various
components like managing, analyzing to help run easily. Thus this project focuses mainly on
CRM and how to implement.
1) Designing the system for CRM consist of servers.
2) Backend systems provide information based on websites.
3) Setting and configuring the database, web, and email and hosting server.
2.3 Detailed Design
Weekly Schedule
Week Activity
1 Introduction about the project to the
supervisor has been submitted and a
requirement list has been asked for.
2 Supervisor has asked about the
requirements of the clients and also server
and OS types.
3 Reported the conversation we had with
the client. Also discussed the given
project.
4 Supervisor advised how to achieve the
result. He also provided a website called
infinity free and also asked to generate a
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new different account and buy servers
using this website.
5 Successfully generated a new account.
Where customers put their different data
which could be called important
information. Then the details need to be
uploaded in the database, but it could not
properly work. A client reported back.
6 Supervisor displayed a sample of finished
work. Also notified regarding the
improvements.
7 Faults found at the basic prototype.
Improvements required.
8 Demonstration of work after correction.
Asked to buy a new domain.
Gantt chart
It is basically a 3D representation of various different be task within a project in a given time
frame. It is actually a process for market breakdown structure also it provides the way to the
certain program. Gantt chart helps to realize what task is to be done at that time. Gantt chart
contributes a starting and a finish date of project, specific problems and various contributions of
members and how long they were working, all the status is mentioned in the Gantt chart.
Gantt chart consists four phases:
1) Project initiation
2) Website creation
3) Formation of MYSQL
4) Testing
5) Finalizing
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Various methodologies have been used while building this project. The project ‘Customer
relationship management’ has different methods involved. The advantages of these
methodologies are:
- Risk has been reduced
- Time-saving
- Outcomes have been improved
There are different phases in this project. They are:
 Designing
 System designing
 Development
 Coding
 Implementing
 Deployment
Designing: At first we need to understand all the requirements of CRM. This project consists all
the settings and configurations of backend at the database, mail, server at web hosting, also email
server. In this part, developer makes different prototypes of servers and how they are able to
configure them. Mapping of project along with user interface has been developed. Backend
server consists of web server and database server combined together.
System designing: This phase consists of practical usage of the project which adds database
server, developers will notify further about these various different phases.
Development and coding and implementation: There is various steps to generate the database.
Backend servers work together for functional as well as non-functional necessities. Therefore,
backend contains a heap of software, programming, and database. In this project, to create the
database server, software which has been used is MySQL, and the programming language which
has been used is PHP to connect the frontend and the backend.
software used are Wamp server, along with web platform installer, MySQL and Php.
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Hardware used: dependent fully upon the traffic and how many numbers of visitors will be on
the website. Since CRM requires a huge amount of data, a combination of web and database
server has been utilized.
- Processor is 4*1.6 GHz CPU.
- RAM used is 7GB.
- HDD- 1*40 GB space is minimally required.
- Powerful Virtual machine is required for example, Azure.
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