📑 Table of Contents

1.​ Introduction​

2.​ Problem Statement​

3.​ Objectives​

4.​ Scope of the Project​

5.​ Limitations​

6.​ Development Methodology​

○​ Agile Overview​

○​ Tools and Techniques​

○​ Agile Process Flow Diagram​

7.​ Report Organization​

○​ Chapter 1: Introduction to CRM​

○​ Chapter 2: Related Works and Background​

○​ Chapter 3: System Analysis​

8.​ Background Study​

9.​ Literature Review​

10.​ Requirement Analysis​

○​ Functional Requirements​

○​ Non-Functional Requirements​

11.​ Feasibility Study​

○​ Importance and Goals​

○​ Technical Feasibility​

○​ Operational Feasibility​

○​ Economic Feasibility​

○​ Schedule Feasibility

[Link]
CERTIFICATE OF APPROVAL

The undersigned certify that they have read and recommended to the respective subject teacher and
external teacher for acceptance, a project report entitled “Customer Relationship Management” submitted
by Sushant Thapaliya for the partial fulfillment of the requirement for the degree of Bachelor of Science in
Computer Science and Information Technology

….…………………………..

External Examiner

Tribhuvan University

……………………………..

Prakash Sharma
Supervisor

ACKNOWLEDGEMENT

My project is based on a Customer Relationship Management. An optimum effort has been placed while
preparing this documentation and presenting it in front of you. I would like to thank each and every person
who directly and indirectly helped in this project. It’s My duty to place a sincere gratitude towards Chitwan
College of Technology and administration team for imagining beautiful environment and enriching us with
equipped facilities to convert our imagination into reality. Furthermore, I would like to thank our
supervisor and other mentors for helping Me with each and every problem related to this project work
With respect, Sushant Thapaliya
 Case Study: Customer Relationship Management
Chapter 1: Introduction

1. Introduction
Customer Relationship Management (CRM) is both a business strategy and a technological solution that enables service-based

companies to effectively manage and nurture their relationships with customers.

In the service industry—such as salons, IT support, consultancies, and repair centers—customer satisfaction and loyalty are the

lifeblood of success. Unlike product-based businesses, where the focus is on selling a tangible good, service-based businesses

rely heavily on repeat interactions, personalized experiences, and trust. This makes the ability to manage customer interactions

efficiently even more critical.

A CRM system acts as a centralized platform where businesses can:

●​ Record customer details such as names, contact info, service history, and preferences.​

●​ Track communication like calls, emails, bookings, and complaints.​

●​ Manage appointments and schedules for clients.​

●​ Log feedback and service outcomes to continuously improve.​

●​ Automate tasks like reminders, follow-ups, and feedback forms.​

With CRM, companies no longer need to rely on manual registers, spreadsheets, or scattered data across employees’ devices.
Instead, the organization operates with a unified, real-time view of the customer—improving coordination, speeding up

service, and personalizing the customer experience.

2. Problem Statement

Despite the growing availability of digital tools, many service-based companies still struggle with effectively managing
their customer relationships. Their operations are often limited by outdated systems, manual record-keeping, and
fragmented communication processes.

Here are the core problems observed:

1.​ Lack of Centralized Information​

Customer information is scattered across notebooks, individual phones, Excel sheets, or outdated software. This
leads to missing service histories, forgotten follow-ups, and repeated questions for returning clients.​

2.​ Inconsistent Service Delivery​

When there’s no structured system to log appointments, track issues, or gather feedback, customers receive different
levels of service depending on who handles them. This affects customer satisfaction and trust.​

3.​ Delayed Response Times​

Without automated notifications or centralized access to information, employees often take longer to respond to
queries, confirm bookings, or resolve complaints—frustrating the customer.​

4.​ Poor Follow-up and Retention Strategy​

Many businesses fail to re-engage customers after a service. Lack of timely follow-ups, offers, or thank-you messages
results in low repeat visits and missed revenue opportunities.​

5.​ Limited Insights for Decision-Making​

Manual methods make it difficult to track performance trends, popular services, or customer churn reasons. As a
result, management lacks data to improve or expand their services strategically.

In conclusion, the absence of a CRM system creates inefficiencies at every stage of the customer journey—from
onboarding to after-service care. These issues collectively hinder business growth, reduce profitability, and damage long-term
customer relationships.
 3. Objectives

The CRM system also aims to generate analytical insights from customer data to support strategic decision-making.
By tracking service patterns, customer preferences, and support tickets, businesses can optimize their offerings and deliver
personalized service experiences. The main concept of objectives are

●​ To design a user-friendly CRM system for SMEs.

●​ To centralize customer information and communication.
●​ To enhance sales and marketing effectiveness.
●​ To improve customer service and retention.
 ◆ Scope and Limitation

[Link]: The scope of this project includes:

●​ Development of a web-based CRM system for SMEs.

●​ Modules for customer data management, sales tracking, email marketing, and customer support.
●​ Admin dashboard with user management capabilities.
●​ Integration with email and SMS services.
●​ Role-based access control and data security measures.

The project excludes mobile app development and integration with third-party ERP systems at this stage.

5. Limitation:
The different limitations of this project are:

●​ Limited to SMEs with less than 100 employees.

●​ The system does not include AI-driven analytics or chatbot integration.
●​ Initial version supports only English language.
●​ Limited budget restricts real-time data synchronization with external platforms.
●​ User training and support documentation will be minimal in the first release.
 6. Development Methodology
The system development will follow the Agile Methodology, emphasizing iterative progress, collaboration, and
flexibility.

Why Agile?

●​ Encourages client feedback throughout development.

●​ Supports evolving requirements.
●​ Enables early delivery of functional components.

Phases:

1.​ Requirements Gathering

2.​ System Design
3.​ Incremental Development
4.​ Testing and QA
5.​ Deployment
6.​ Maintenance and Feedback
 Fig-Waterfall Model
The sequential phases in the Waterfall model are −

● Requirement Gathering and analysis − All possible requirements of the system to be developed are
captured in this phase and documented in a requirement specification document.

● System Design − The requirement specifications from the first phase are studied in this phase

and the system design is prepared. This system design helps in specifying hardware and system

requirements and helps in defining the overall system architecture.

● Implementation − With inputs from the system design, the system is first developed in small

programs called units, which are integrated into the next phase. Each unit is developed and

tested for its functionality, which is referred to as Unit Testing.

● Integration and Testing − All the units developed in the implementation phase are

integrated into a system after the testing of each unit. Post integration the entire

system is tested for any faults and failures.

● Deployment of system − Once the functional and non-functional testing is done; the

product is deployed in the customer environment or released into the market.

● Maintenance − There are some issues that come up in the client environment. To fix those
 issues, patches are released. Also to enhance the product some better versions are released.

Maintenance is done to deliver these changes in the customer environment.

Some of the major advantages of the Waterfall Model are as follows −

● Simple and easy to understand and use

● Easy to manage due to the rigidity of the model. Each phase has specific deliverables and a review
process.

● Phases are processed and completed one at a time

● Works well for smaller projects where requirements are very well understood. ●

Clearly defined stages.

● Well-understood milestones.

● Easy to arrange tasks.

7. Report Organization

Chapter one gives the introduction and overview of the overall project on Customer Relationship

and Management.

Chapter two reviews related works.

Chapter Three specifies the system analysis, requirement analysis, and feasibility analysis of our

project.

Chapter 2: Background Study and Literature Review

[Link] Study
CRM systems have evolved from simple contact management tools to complex platforms integrating marketing,

sales, and support functionalities. The rise of SaaS has made CRM accessible to SMEs. Popular CRMs like

Salesforce, Zoho, and HubSpot show the diversity of features and pricing models.

This project draws inspiration from existing solutions but aims to provide a lightweight, customizable option for

SMEs. Market analysis shows that SMEs need cost-effective solutions with basic automation and strong support.

9. Literature Review (Review of the similar/relevant projects, theories, and

results by other researchers)

Chapter 3: System Analysis

10. System Analysis

System analysis is the process of examining a business or organizational system to understand its

components and how they interact, with the goal of identifying strengths and weaknesses and finding

potential solutions to improve the system.

In order to identify the root causes of the challenges facing One Pacific Health Club and propose

potential solutions, a thorough system analysis was conducted. This included an analysis of the club's

requirements and feasibility, as well as a structured or object-oriented analysis of the club's operations.
● Requirement Analysis
Functional Requirements:

●​ Customer registration and management

●​ Sales tracking and lead management

●​ Communication history logging

●​ Task and event scheduling

Non-functional Requirements:

●​ Security (role-based access)

●​ Usability (intuitive interface)

●​ Performance (fast load times)

●​ Scalability (modular design)

Tools Used:

●​ Use Case Diagrams

●​ Requirement Traceability Matrix

 [Link] Analysis
A feasibility study is simply an assessment of the practicality of a proposed project plan or method.

It provides the degree of viability of a project. A feasibility analysis helps us determine the value of

the proposed project, determine whether or not there is a market for the proposed project, determine

if the proposed project is financially viable, and decide whether or not it is worth investing time and

money into the proposed project.

In short, a feasibility analysis evaluates the project’s potential for success. The

following feasibility analysis was performed on our system:

i. Technical Feasibility:

All the tools and software products required to construct this project are easily available on the web.

It does not require a special environment to execute. The web application is supported by almost all

the latest web browsers, and most of all, it can be run on modern-day systems

ii. Operational Feasibility

It is concerned with the operating capabilities of the system. It refers to the degree to which a

proposed project can be implemented successfully within the organizational context in which it will

be carried out. This includes factors such as the availability of resources, the ability of the

organization to support the project, and the compatibility of the project with current systems and

processes.
 iii. Economic Feasibility

Economic feasibility is the analysis of the potential costs and benefits of a project or system to

determine whether it is financially viable. This type of analysis helps organizations make informed

decisions about whether to pursue a particular project or investment.

iv. Schedule Feasibility

Schedule feasibility refers to the ability to complete a project within the required timeframe.

■ Analysis

To analyze data in a Customer Relationship Management (CRM) system using structured

analysis, one of the most commonly used methods is the Data Flow Diagram (DFD) approach.

Here’s how structured analysis is applied in a CRM context:

 Structured Analysis Method for CRM: Data Flow

Diagrams (DFDs)

Definition: Structured analysis uses DFDs to represent how data moves through the system,

showing processes, data stores, data sources/sinks, and data flow paths.

Why DFD is Ideal for CRM:

●​ Visualizes Customer Data Movement: Shows how customer information flows from

inputs (like registration) to storage and usage (like sales tracking or support).​

●​ Clarifies System Processes: Breaks complex CRM functions into manageable

sub-processes.​

●​ Identifies Redundancies or Inefficiencies: Helps in refining customer interaction

workflows.​
 DFD Levels in CRM Analysis:

1.​ Context-Level DFD (Level 0)​

○​ Shows the CRM system as a single process interacting with external entities like

Customers, Sales Teams, and Support.​

2.​ Level 1 DFD​

○​ Decomposes the CRM system into sub-processes:​

■​ Customer Management​

■​ Lead Tracking​

■​ Support Request Handling​

■​ Marketing Campaigns​

3.​ Level 2 DFD and beyond​

○​ Provides detailed views of internal logic (e.g., how customer complaints are

tracked and resolved).

Conclusion:

In conclusion, the design and development of a CRM system for SMEs not only addresses

pressing challenges in customer data management and service efficiency but also supports

strategic decision-making. The structured approach, from requirement analysis to feasibility

study, ensures the system is technically sound, economically viable, and operationally practical.

By leveraging Agile methodology, this CRM solution is adaptable, scalable, and aligned with the

real-world needs of small to medium enterprises. The successful implementation of this system

will lead to enhanced customer satisfaction, streamlined operations, and improved business

performance.