Customer Relationship Management System

Project instructions: 1- A Coffee shop (Drowsy Coffee Shop) that will use a CRM system to improve their customer relationships. 2- Using project management techniques, initiate, plan and execute CRM system that uses functionalities and types of CRM (Sales, Marketing, service, analytical, strategic and collaborative CRM). 3- The final outcome should be a documented project. *** Note that you need to document all the tasks listed above. Hence, you need in include the following sub-headings in your written report with an appropriate title, screenshots, and analysis of what is performed *** (I) Introduction about the coffee shop and building a business case about it. a. Briefly introduce the CRM and the coffee shop (Drowsy Coffee Shop). b. Perform a situation analysis, identify the main goals and objectives and develop the business case by highlighting the expected benefits and costs. (II) Using Operational functionalities. a. Implement 3 functionalities of each operational applications (Sales, Marketing, and Service). Make sure to demonstrate the use of social media. (III) Using Analytical and Strategic CRM Functionalities. a. Generate reports about sales and marketing and identify profitable customers and effective marketing segments. (IV) Reflection and Conclusion. a. Write a reflection about the work that has been done and identify the KPI and critical success factors.