Development of a social media enabled CRM system

OData support
Dr. Martinek Péter
Department of Electronics Technology

When considering the economic situation nowadays it is obvious that the competition to get and keep customers is fierce, whichever industry is concerned. As a result of the development of IT technologies, the competition gets more and more aggressive, and only those suppliers can survive who utilise and apply those technologies most effectively. The primary objective is to create value which makes the customers satisfied. But what creates value to the customers? What are the goods and services that are preferred by customers? These are questions addressed by CRM (Custom Relationship Management). The more an entity knows about its customers the greater the chance it can provide them with appropriate and tailored offers. This is the point where we can find a link to social media which plays an increasing role in the life of people. In our digital world most people have already used or registered for social networking services like Facebook, Twitter, LinkedIn, Google+, Instagram, etc. where they uploaded pictures.

In the first part of my thesis I reviewed the laws on handling personal data in force in Hungary, because the application deals with personal data of users. Then I examined the integrating options of Facebook, Twitter and LinkedIn, and I have been looking for a few CRM systems integrating existing social media, and I reviewed their functions and options. In my thesis I give a detailed explanation of the functions I prepared and how they were realised using Danubius Informatika CRM as an example. During the integration process I added a function to the application enabling searching in social media, sending messages via Facebook and Twitter, and there is an option to find new, potential clients as well. In the course of completing of my task I used AngularJS framework for the client-side development work and I used Java EE technology on the server side. Finally, I demonstrate my findings through an example using screen shots.


Please sign in to download the files of this thesis.