The main objective of this thesis is to specify, design and implement a CRM (Customer Relationship Management) system for small and micro businesses. However, these businesses have much smaller budget and can not afford the expensive solutions like big companies, and would not take the advantages of them. A more simple and less expensive, but well-customizable solution would be enough for them.
The paper introduces the economic and IT definition of the CRM. It also discusses the main features, the advantages of the introduction, and the sales opportunities. Then it demonstrates two already completed application and describes the experience gained from this. In the system specification the structure of the database, the configurable attributes and process management are detailed, as well as the supported functions.
Then, the details of the implementation follows, briefly the chosen technologies and the development environment are presented. A description of the design and implementation for each layer is also included, and it provides an insight for the interesting solutions, illustrated with code examples. Finally, the summary of one year of work, and the possible directions for further improvement end the thesis.