Design and implementation of a CRM system for a security subscription service using microsoft dynamics 365: case study MERTAH Security Subscription Service

Abstract

This thesis presents a qualitative study focused on the design and implementation of a customer relationship management (CRM) system for a new security subscription service company using Microsoft Dynamics 365. The primary objective is to develop an efficient CRM solution to support the company's operations and enhance customer satisfaction in the emerging field of security subscription services. The research adopts a qualitative methodology, employing document analysis and semi-structured interviews to gather data and insights. A systematic approach is followed to guide the implementation process, ensuring a comprehensive and well-structured solution. The thesis outlines the development of business process models and emphasizes the customization of the CRM system using Microsoft Dynamics 365 technologies. The significance of this research lies in its contribution to the growth and success of the emerging security subscription service company. The qualitative methodology facilitates an in-depth understanding of customer expectations and business needs, informing the design and implementation of the CRM system using Microsoft Dynamics 365. The future research directions include conducting further testing with real clients, integrating the CRM system with other systems, introducing new features and functionalities, optimizing business processes, and enhancing data flows between system components.