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Master Thesis

Évolution d'une application de CRM au sein d'une SSII

Abstract : CRM is both a concept and an application environment. The idea is to refocus its business activity on customer to create a real customer relationship with him. The CRM application is used to support these concepts. It can be classified into three sub-systems: operational, analytical and collaborative CRM. The subject of this paper is to present the work that was done for changing the operational CRM's software solution from Selligent to Microsoft CRM's solution. To do this an analysis of the business process was initiated by using BPMN's method. JavaScript and .Net developments have been done to customize the new CRM software and a data recovery utility has been developed. This work represents the foundations of a global project whose purpose is to consolidate company's information and tools for improving client's service.
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Master Thesis
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https://dumas.ccsd.cnrs.fr/dumas-01063211
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Submitted on : Thursday, September 11, 2014 - 3:48:13 PM
Last modification on : Saturday, February 8, 2020 - 12:00:10 PM
Long-term archiving on: : Friday, December 12, 2014 - 10:46:37 AM

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  • HAL Id : dumas-01063211, version 1

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Frédéric Chapelon. Évolution d'une application de CRM au sein d'une SSII. Multimédia [cs.MM]. 2012. ⟨dumas-01063211⟩

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