Customer database for Watrec Oy

Bachelor thesis English OPEN
Melnichikhina, Ekaterina (2016)
  • Publisher: Hämeen ammattikorkeakoulu
  • Subject: asiakkuudenhallinta | asiakastiedot | tietokannat

This thesis is a development project for Watrec Oy. Watrec Oy is a Finnish company specializes in “waste-to-energy” issues. Customer Relation Management (CRM) strategies are now being applied within the company. The customer database is the first and trial step towards CRM strategy in Watrec Oy. The reasons for database project lie in lacking of clear customers’ data. The main objectives are: - To integrate the customers’ and project data; - To improve the level of sales and marketing processes; - To advance existing working procedures in sales and marketing, - To simplify analytical and reporting processes, - To adjust overall company’s approach to the customer relationship. Target group for the customer database is the employees involved in sales, marketing and services. Beneficiaries are the company’s management and shareholders. The theoretical part of this thesis describes the grounds for a database creation and main customer relationship management features. Customer database is a part of overall customer oriented strategy and a tool of customer relationship management improvements within the company. As a result of this work the customer database was established. The software tool (Microsoft Access 2013) and database structure were chosen based on the theory and company requirements. The database is now being applied in sales and marketing processes and remains maintained.
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