Évolution d’un logiciel CRM dans le cadre d’une politique qualité

Abstract : The ISO 9001 :2008 standard ensures to service companies both the quality of rendered services and a high level of customer satisfaction. The Customer Relationship Management software, due to their nature, are the perfect allies of this standard. The subject of this dissertation is to present the work that was done on the evolution of a Sage CRM solution within a quality policy. In this case, an analysis of the business process was done using the diagrams of processes method (flow charts). Following these analysis, customizations were made using the internal functions of Sage CRM, SQL triggers and JavaScript developments.
Keywords : Flow chart
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Master Thesis
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Jean Carayon. Évolution d’un logiciel CRM dans le cadre d’une politique qualité. Génie logiciel [cs.SE]. 2018. ⟨dumas-02056772⟩

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