Building a crm system for co mem natural cosmetics joint stock company Building a crm system for co mem natural cosmetics joint stock company
Theoretical basis of CRM - Customer Relationship Management
Customer
In the market economy, with today's fiercely competitive environment, customers are a prerequisite for every business to survive and develop “Without customers, no company would exist” - that is the opinion of famous economist Erwin Frand Any business or organization needs customers Customers are people with whom we have, are or will exchange value They may give us something (usually, but not always, money) in return for some other thing, usually a service or good
A customer can be any individual or organization participating in a distribution or decision channel (other than a competitor) whose actions can influence the purchase of a company's products or services
With many requirements ranging from simple to complex for each specific business, in general this customer management information system must provide accurate and complete information necessary for administrators to make the right decisions properly serve their production and business activities
However, businesses must clearly understand and at the same time recognize that customer management information systems as well as other business management systems are not a magic wand for all needs Instead, the system will provide a lot of relevant information to support administrators in making decisions for each of their specific needs.
What is CRM?
There are many concepts of customer relationship management, depending on the perspective, perspectives from different fields will give different definitions, integrating the definitions we have a specific, multi-dimensional view of customer relationship management CRM is the abbreviation of the phrase Customer Relationship Management Modern CRM appeared in the early 1970s and until the 2000s, CRM played an important role in the way companies operate their businesses
According to Wikipedia, CRM stands for Customer Relationship Management
It is an approach and communication strategy that assists organizations in managing client data, including account details, demands, contacts, and other concerns, in order to provide better customer service [11]
Theo Parvatiyar và Sheth (2000): Customer relationship management is a business strategy aimed to seeks to identify, cultivate, and preserve connections with the most valued customers [12]
According to the definition from Salesforce - the world's leading CRM solution provider: CRM system is a technology solution to manage all relationships and interactions of a business or organization with existing customers, partners and potential customers on the same platform The goal is very simple: improve business relationships and promote growth [13]
CRM concepts are presented in a variety of ways from different perspectives However, the essence of CRM is to direct all business activities towards customers Therefore, the CRM concept from the perspective of customer-oriented business strategy is the most complete concept: CRM is a collection of tactical operations designed to identify, establish, nurture, and expand positive, long-term connections between companies and customer by customizing procedures that benefit both parties
- According to Associate Professor, Dr Truong Dinh Chien (2012) CRM focuses on marketing, sales and service processes Therefore, each business must have a strategic vision and create a customer-oriented culture [14]
Managing relationships entails bringing in new business, converting indifferent clients into devoted ones, and converting devoted clients into business partners All market types can benefit from this approach, which begins with bringing in new clients and builds rapport and trust over time These clients will consequently establish a business network for the company.
The role of CRM
a) The role of CRM for customers:
- Provide personalized customer service, responding quickly and accurately to each customer's specific needs
- Monitor customer interactions to understand their needs and preferences
- Quickly and flexibly handle issues and complaints to ensure maximum satisfaction
Increase customer satisfaction and engagement:
- Develop lasting relationships by delivering positive experiences
- Collect and analyze customer feedback to improve product and service quality
- Reward loyal customers and encourage them to refer new customers
- Leverage purchase history data and personal preferences to design promotions and special offers
- Build a loyalty program with multiple levels and attractive rewards to recognize and encourage loyalty
- Create a tight-knit customer community where people can share experiences and engage with the brand over the long term
- Identify and target high-value customers through campaigns
- Increase sales by recommending relevant products based on customer preferences and purchasing behavior
- Extend customer value across the entire product/service lifecycle by maintaining relationships and providing additional support services
- Apply automation in customer information management, interaction tracking and transaction processing, saving time and resources
- Provide in-depth analysis reports on customer behavior, supporting businesses in making strategic decisions
- Improve workflow, thereby increasing efficiency and minimizing unnecessary costs
15 b) The Role of CRM for businesses
- CRM integrates information from multiple channels such as transaction data, favorite products, and customer feedback to create a multi-dimensional customer profile
- This system helps businesses gain insight into customers' desires, preferences, and behaviors, thereby developing appropriate business strategies
- CRM automates processes like lead management, sales tracking, and customer service, reducing the workload on employees
- Employees are able to dedicate more time to higher-value work as a result
- CRM provides support personnel with immediate access to client data, enabling them to promptly handle any questions or grievances
- Increased customer satisfaction is a result of this adaptability
- CRM allows businesses to provide personalized service by grouping customers according to their interests and demographics
- Communication effectiveness can be enhanced by tailoring marketing campaigns and content to each customer segment
- CRM drives marketing initiatives and increases conversion rates by assisting managers in identifying and tracking quality leads
- Businesses can easily change their sales styles when they have comprehensive customer information
- CRM collects and maintains a huge amount of customer data, which is an important source of information for developing strategies and researching future trends
- Customer data is used by businesses to find new opportunities and make better decisions
- CRM provides a common platform for departments like sales, marketing, and customer support to collaborate with each other However, CRM still has decentralized functionality Opportunities to increase team productivity, communication between departments is improved
- CRM gives companies a competitive edge in a competitive market by helping them understand their customers, target them, optimize processes, and increase revenue Companies that successfully use CRM can have more opportunities to outperform their competitors and nurture customer loyalty c) The role of CRM for administrators
- CRM provides a system to manage all interactions with customers, including information: contacts, preferences and purchase history
- Using this CRM platform, managers create campaigns to develop long-term relationships with customers by tracking customer needs and behaviors
Boost sales and marketing efficiency:
- CRM helps employees and managers track sales processes, identify potential customers, and create marketing initiatives
- Optimize strategies to help managers increase sales with the support of CRM data analysis
CRM increases customer satisfaction which can lead to increased brand loyalty by providing detailed customer profiles that help in immediate resolution of customer complaints and comments
- CRM can automate tasks: lead management, email or phone marketing, and regular reporting
- Automation reduces routine workloads, allowing administrators to focus on more important tasks
The vast amount of consumer data collected and stored by CRM is an invaluable resource for conducting market and business trend research Managers can use the data to make informed decisions
- CRM system provides important database, showing exact numbers: sales and service performance
- Based on this data analysis, managers can see trends, results and decisions to make strategic actions to improve efficiency
- CRM serves as a focal point for efficient communication and teamwork between the sales, marketing, and customer care departments
- By keeping everyone up to date on the most recent client information, information synchronization enables close coordination among team members to deliver smooth and superior customer care d) The role of CRM for sales staff
CRM systems help improve service quality and foster long-term customer relationships by providing sales staff with the data they need to manage customers
- Use CRM to reduce unnecessary work to improve employee productivity
- CRM promotes a better work-life balance by reducing stress levels and improving employee satisfaction
- CRM facilitates smart scheduling, helping to prevent repetition and wasted time
- CRM systems also allow for tracking customer behavior and call management, planning accurately and thoroughly so they don't lose any potential customers.
Why CRM is chosen by businesses?
- Optimize customer interaction tracking across communication channels
- Develop comprehensive customer profiles, providing insight into their needs and preferences
- Personalize services to improve customer satisfaction
- Identify potential customers and closely track their journey
- Automate sales processes, thereby improving work efficiency
- Analyze customer behavior to support smart business decisions
- Ensure prompt and accurate customer support
- Manage and resolve customer issues effectively
- Enhance customer relationships through quality after-sales service
- Promote information sharing between departments to improve collaboration
- Improve internal communication, facilitating smooth coordination between members
- Build a centralized database, making it easy to access and manage information
- Automate routine tasks like sending emails and generating quotes, saving time
- Free up human resources, allowing them to focus on value-added tasks
- Significantly improve overall business efficiency and productivity
- Leverage customer data to analyze trends and support decision making
- Generate periodic reports to track and evaluate performance
- Provide insights to support strategic development
- Link CRM with other systems such as accounting, project management, and marketing
- Facilitate comprehensive and synchronized customer relationship management.
Overview of domestic and international research situation
Research situation in the country
In VietNam, some customers are very open-minded and willing to support everything the business does They may support a business because of the values it represents, the way it treats customers, the social causes it sponsors, or for many other reasons
In actual operations, many businesses encounter difficulties and challenges in managing customer relationships In particular, without information technology tools to effectively support business management and operations, planning and building effective strategies to promptly meet customer needs becomes increasingly difficult difficult for businesses
There are many research articles on customer management issues such as: "Analysis and design of a beauty salon's customer loyalty management system" in 2012 (Implementation team: Phan Ngoc Tra My and Vo Thi Ngoc Giau, Ho Chi Minh City National University, University of Natural Sciences) [15] This article studies the issue of managing loyal customers with incentives to retain customers Although the importance of customer management for businesses has been clarified, the algorithm is not yet detailed The second article is "Analysis and design of customer
20 management information system at Anh Duong company" by author Hoang Tan Cuong, researched at the company headquarters at No 10, Lane 308, Minh Khai Street, Hai Ba Trung District, Hanoi in 2012 The topic went in-depth and clarified the importance of customer management for businesses The topic uses the function- oriented analysis and design method to analyze and design a customer management information system for my company However, the interface design of this topic is quite complicated, causing difficulties for non-expert users
Currently, more and more small and medium-sized enterprises are springing up to meet the needs of socio-economic development However, according to experts, most small and medium-sized enterprises in Vietnam are developing without sustainability Therefore, these businesses are still confused in customer management.
Research situation in the world
Research by Noer Layli Budianto Putri on “Design of Information Systems Customer Relationship Management to Improve Services Sales Approach System Development Life Cycle (SDLCB)" Teknologi Academy Sepuluh Nopember Surabaya 2017 [9] The content of the article is system design Customer relationship management information in insurance sales The topic aims to improve the sales service of an insurance company in Indonesia The purpose is to increase the ability to reach customers and target potential customers functionality and improving relationships with customers, the project has achieved the set goals Besides, there are still some limitations: the functions are still quite simple, the system's database is not yet available optimized but only saved on internal company computers, which increases the risk of data loss
If a business has strong interactions with customers, it will create a positive relationship with customers, and your company will manage this relationship well and have appropriate policies to effectively take care of customers.
Conclusion
In conclusion, the theoretical foundation of Customer Relationship Management (CRM) is a solid foundation for building and maintaining long-term relationships
21 with customers By applying CRM principles, businesses can develop a deep understanding of customer needs and desires, thereby creating customized solutions that suit each individual CRM not only helps improve customer satisfaction but also enhances the competitiveness of businesses in the market At the same time, CRM also plays an important role in data analysis, helping businesses make smarter business decisions In short, CRM is an indispensable strategy in the digital age, where understanding and serving customers better is the key to success.
CURRENT STATUS OF APPLICATION OF INFORMATION
Overview of the company
- Co Mem Natural Cosmetics Joint Stock Company was granted a business license on May 19, 2020 by the Hanoi Department of Planning and Investment
- Company name written in Vietnamese: Co Mem Natural Cosmetics Joint Stock
- Head office address: No 225, Tran Dang Ninh Street, Dich Vong Ward, Cau Giay
- Email: cskh.so@comem.vn
- Representative: Nguyen Quang Thai - Position: Chief officer
Business registration certificate by the Department of Planning and Investment of Hanoi City on 19 January 2020 The company's main business line is "Cosmetic business", managed by Cau Giay District Tax Department
In 2015, Co Mem homelab was established in 2015 by Pharmacist Co Mem - who graduated with a Master's degree in Pharmacy in France, with 10 years of experience as a lecturer at Hanoi University of Pharmacy with the name Song Natural Cosmetics Joint Stock Company and with tax code 0109153702 managed by the Cau Giay District Tax Department
By 2019, Song An Natural Cosmetics Joint Stock Company was renamed to Co Mem
Natural Cosmetics Joint Stock Company
In 2021, The company fulfilled its objective of promoting public health; whenever possible, Co Mem Homelab always supports and works with charitable groups; yearly events are organized to kick off the campaign 5 good, generating money for kids' construction needs in highland locations
Under the direction of CEO and founder Thuan Thao, Co Mem has made several attempts over the years to forge a strong foundation and compete with other companies in the industry The aforementioned endeavors have contributed to the current prosperity and robust growth of Homelab Co Mem
2.1.3 Brand name, logo, slogan and product catalog of the company
- Brand name: HomeLab Soft Grass
+ Logo: CoMem logo is a peaceful flower house, full of love for nature and joy of life The image of the house connects the product as well as the customer Products with the core value of "LÀNH & THẬT" give customers peace of mind and warmth to care for the whole family
+ Slogan: “Lành và Thật” The message “Lành và Thật” accompanies each product created by Co Mem Real in the value each product offers and whole in every ingredient used All of the natural ingredients of Co Mem come mostly from pure Vietnamese herbs With the intention of bringing natural product lines closer to customers and developing a brand based on product quality In order to enter the cosmetics market, the company's production and development team has used their expertise and passion to create a growing number of rich and varied product lines
- Product categories of HomeLab Co Mem:
+ Co Mem Lipstick: rice lipstick, green tea rice lipstick, strawberry-scented rice lipstick, orange-scented rice lipstick, Kaka rice lipstick - for nourishing strong lips,
+ Skincare products: 3S makeup remover oil, Taptap herbal face cleanser powder, rose/sakura toner, Hoang Lan serum
+ Hair care products: Thảo dược Toc May shampoo, Toc May leave-in conditioner
+ Body care products: natural soap bars, countryside soap bars, Baby Lily scented soap bars, spray hand sanitizer, hand wash gel, coconut coffee bath salt,
+ Essential oils and perfumes: liquid perfumes, solid perfumes (Da Xuan Tra dry perfume, Hoa Mi dry perfume, poetic girl dry perfume, ) and various natural essential oils
+ Products for babies: eucalyptus oil, baby warming balm, or newborn bathing kit combo
2.1.4 The organizational structure of the company
- Chief Officer: Is the head of the company's legal representative, the person who manages and directs all activities, and has the right to appoint, dismiss, and appoint management positions in the company
- Administration Department: In charge of human resources issues, salaries, card union cultural activities, advising the director on management and activities of the enterprise Responsible for declaring and preparing company documents
- Sales department: Manage production and business activities, and devise strategies suitable for the company
- Marketing department: Market survey, software release on the market
- Development department: Responsible for programming, designing, and testing software before launching to the market [7]
2.1.5 The main business performance results of the company for the 3-year period from 2020 to 2022
In the last 3 years, the company's revenue has tended to increase In particular, in
2022, the company achieved certain results in its business activities
The company's business activities in the last 3 years (2020 - 2022) [8]
Application of IT, IS and E-commerce at Co Mem Company
Through the internship process at the company, I used questionnaires and interview methods to learn more about the company's IT application, IS and e-commerce situation Here is the information I collected:
To best serve the launch of software, the company has invested and fully equipped equipment, creating conditions and meeting the needs of employees in production,
25 business and development activities The company has 15 computers, 3 wifi routers,
2 printers, 1 photocopier and 8 mobile phones for testing In particular, wifi routers are provided by FPT, printers and photocopiers are from Canon, and phones are from many different brands Regarding computers, there are: 4 Dell desktop computers, 2 Mac laptops, 4 Dell laptops and 5 Asus laptops The operating systems used for modern computers are MacOS, Windows XP, Windows 7, Windows 8 and Windows
The company applies software and information technology in development and deployment to help simplify operations, save time and increase revenue
Software to support web development on Windows: Visual Studio Code
Other software: The company uses office software such as Microsoft Office, Unikey, Chrome,
Facilitating easier communication between employees and companies using Skype and Zalo software
All employees in the company are trained from universities across the country and most of them are in Hanoi In departments that use information technology, employees all have skills and understanding, so the application is easier Not only that, they are also proficient in using office software and other professional software
To ensure information safety and security, the company uses an internal network to connect data to devices within the company At the same time, the company has built a firewall system to help protect data and used BKAV pro anti-virus software.
Assessment of the current status of (CRM) system at CoMem Company
2.3.1 Customer management (CRM) activities at CoMem company
The company uses Excel - a traditional method for customer management
The customer management process includes the following stages:
+ When customers have needs, they will contact the company The two sides discuss and agree If the agreement is successful, the customer's information will be saved Customer information includes: Customer code, Full name, Date of birth, Gender, Phone number, Delivery address Customer management staff will complete customer records and save them in Excel
+ Product information includes: Product code, Product name, Description, Quantity, Unit price Each customer can buy many products and one product can be purchased by many customers
+ Customer management staff can add, edit or delete customer information in Excel if necessary
+ Customer and product management staff perform statistical information on customer and product profiles from excel files and prepare reports to send to the Board of Directors monthly, quarterly, and annually In case of unexpected reporting, it is very difficult to compile statistics in a short time and errors may occur.
2.3.2 The need to build customer management system (CRM) of CoMem Company
According to the investigation, employees said the company did not have a CRM (customer management) system and they had many difficulties in managing customers With the hope of building a suitable CRM system to help the company regularly monitor customer needs, the quality of service for company employees and receive customer opinions, support accurate decision making for each customer At the same time, propose new solutions and improve services to improve each employee's customer service productivity, reduce response time and resolution time for each customer request maximize efficiency and customer satisfaction for each of the company's products and services
2.3.3 Evaluation of the current CRM at CoMem Company
- Managing customers with Excel is a simple and economical method Excel is like a notepad, from which sales staff can easily store reports
- By creating spreadsheets and through calculation functions, users can set up a table system to manage work in a simple way If you need to annotate customer information, Excel is the right software for you
- Excel can help solve problems with customer statistics, customer information, and customer notes In other words, using Excel software is not too complicated
- Basically, the interface of the customer care management file on Excel is quite simple Can create an excel file with necessary content for customer management
The company's customer management still uses traditional methods using books and Excel, so there are still many inadequacies:
Information is not fully updated and comprehensive
Processing documents takes a lot of time, reducing work efficiency
Difficulty in updating customer information
Spending effort searching and looking up customer information
Data loss and customer information can easily occur
Difficulty in statistics and reporting.
Conclusion
At CoMem, there were shortcomings in managing customer relationships and optimizing business operations In addition, there was a need to be aware of the challenges that still existed, including data integration and the need for continuous training for employees To maintain and improve efficiency, CoMem needed to invest in a CRM system and implement continuous evaluation and improvement measures With continuous efforts, CoMem can expect a stronger CRM system, contributing to the long-term success of the company
BUILDING A CRM SYSTEM OF COMEM COSMETICS
Description of the CRM System problem for the company
The problem of building the company's CRM system is carried out as follows:
The company sells products including makeup products, skin, hair and body care products,
The company not only sells products to customers who come to buy directly at the company, but also sells products delivered to the address through registration via the Website or provides products to retail agents and other companies
Employees working at the company, in addition to serving the sale of products to customers in need, are also responsible for managing the product situation in the warehouse, updating new products, re-stating the number of old products, Inventory, reporting, etc All business activities of the company must be reported to the company director periodically or the director can manage directly
Building a Website to serve management and business will help the company reach more customers, and the company's business scale will expand more and more The website, in addition to the function of selling and introducing new products, also supports the management of company tasks such as customer management, employee management, product management,
According to the requirements of the business company, the system after implementation must meet the following functions:
Support customers' purchasing and finding information about products: Customers can go to the Website to search for products that they are interested in reading and viewing information about
Order management: Sales staff use the system to update orders sent by customers via the Website or purchased directly from the company
Support payment upon delivery to customers: Customers do not need to pay directly when ordering but can pay when the staff delivers the goods to the customer
Management: The system supports sales staff in managing customers as well as products
Support employee management: add new employees, view employee list and block/unblock employees when needed
In addition to business functions, the system must ensure the following characteristics:
High integration: All activities from entering product information, quantity, creating orders, creating reports are performed on the same input data
The system must ensure high security
The response time of the system must be fast enough to accommodate a large number of transactions per unit of time
The system has a user-friendly interface
The system is scalable, easily integrated with other systems
3.1.2 Analysis of system functional requirements
The CRM system is built to meet the following requirements:
Figure 3- 1b: Business Function Diagram Table 3- 1b: Business Function Diagram
Delivery staff can manage order information in the system.
2 Sale staff Sales staff can manage system information such as products, orders, and customers.
Product management, health newsletter management, information group management, transaction
The person who has the right to use all functions of the system.
In addition to use cases such as sales staff, there are also reports - statistics and user management.
4 Customer Users use the website to search for products and place orders online Additionally, users can view health newsletters.
Manage personal information, manage favorite products, manage shopping cart,
- The system allows real-time data access Tasks are performed instantaneously within an acceptable downtime of less than 30 seconds
- The system ensures online access for at least 80 people at the same time
- Require encryption of password information when users log in to the system and declare information
- The system meets the requirements: Data stored in the system is automatically backed up according to a pre-scheduled schedule, avoiding data loss System data can be exported to external storage devices and restored when necessary
- Provides a friendly interface suitable for currently operating business processes
- Simple system in installation and management
- The system supports popular browsers such as Chrome, IE, Mozilla Firefox
System analysis
Figure 3- 2: General use case diagram
Figure 3- 3: Usecase case for general functions a) Use case “Login”
Description User logs into the system
Actor(s) CEO/ Sales staff/ Delivery staff/ Customers
Pre-Condition(s): The user opens the login page
Post-Condition(s): The user logged into the system successfully
Basic Flow 1 The user selects the login function on the home page interface
2 The system displays the login interface:
* For CEO/sales staff/delivery staff: include "Email",
"Password" and "Log in" button
* For customers: includes the box "Phone number",
"Password" and "Log in" button
3 User enters information and presses the "Login" button
4 The system checks the information and moves to the home screen
Exception Flow 3.1 User has not entered enough information
3.1.1 The system reports an error that not enough information has been entered
3.2 User enters invalid information 3.2.1 The system reports invalid information entered
Table 3- 3: Login b) Use case “Change password”
Use Case Name Change the password
Actor(s) CEO/ Sales staff/ Delivery staff/ Customers
Pre-Condition(s) The user is logged into the system
Post-Condition(s) User changed password successfully
Basic Flow 1 The user selects the password change function on the home page interface
2 The system displays the password change interface including: "Old password", "New password", "Re-enter new password" and "Return" and "Save changes" buttons
3 User enters information and presses the "Save changes" button
4 The system checks information and reports success
Exception Flow 3.1 The user has not entered enough information
3.1.1 The system reports an error that not enough information has been entered
3.2.1 The system reports an error that the information entered is invalid
3.3 The user presses the “Return” button 3.3.1 The system returns to the home screen
Table 3- 4: Change password c) Usecasse “Log out”
Use Case Name Log out
Description User logs out of the system
Actor(s) CEO/ Sales staff/ Delivery staff/ Customers
Pre-Condition(s): The user is logged into the system
Post-Condition(s): The user logged out of the system successfully
Basic Flow 1 The user selects the logout function on the home page interface
* For CEO/ sales staff/ delivery staff: Go to the login screen
* For customers: Go to the home screen when not logged in
Figure 3- 4: Usecase Product Management a) Use case “Add products”
Use Case Name Add products
Description Users add products to the system
Pre-Condition(s): The user is logged into the system
Post-Condition(s): The user successfully added the product to the system
Basic Flow 1 The user selects the product management function on the menu interface
2 The system displays the product management interface including: product list, "Add product" button, "Search" box
3 User presses the "Add product " button
4 The system displays the interface for additional product information
5 User enters information and presses the "Add product" button
6 The system checks information and reports success
Exception Flow 5.1 The user has not entered enough information
5.1.1 The system reports an error that not enough information has been entered
5.2.1 The system reports an error that the information entered is invalid
Table 3- 6: Add product b) Use case “Delete product”
Use Case Name Delete product
Description User deletes product in the system
Pre-Condition(s): The user is logged into the system
Post-Condition(s): The user successfully deleted the product in the system
Basic Flow 1 The user selects the product management function on the menu interface
2 The system displays the product management interface including: product list, "Add product" button, "Search" box
3 User enters information in the "Search" box
4 The system displays a list of products containing the entered keyword
5 The user presses the "Delete" button at the line containing the product information to be deleted
6 The system displays a popup confirming product deletion
7 The user presses the “OK” button on the popup
8 The system checks information and reports success
Exception Flow 3.1 The user entered search information that does not exist
3.1.1 The system displays an empty product list 7.1 The user presses the "Cancel" button on the popup
7.1.1 The popup is closed, the system displays the product management interface
Use Case Name Update product
Description User update product in the system
Pre-Condition(s): The user is logged into the system
Post-Condition(s): The user successfully updated the product in the system
Basic Flow 1 The user selects the product management function on the menu interface
2 The system displays the product management interface including: product list, "Add product" button, "Search" box
3 User enters information in the "Search" box
4 The system displays a list of products containing the entered keyword
5 The user presses the "Update" button
6 User fill information to be needed update
7 The user presses the “Update” button
8 The system checks information and reports success
Exception Flow 3.1 The user entered search information that does not exist
3.1.1 The system displays an empty product list
3.2.1.3 Use case “Manage health newsletters”
Figure 3- 5: Use case "Managing post/ post tags/ post topics"
Use Case Name View post
Post-Condition(s): The user views post successfully
Basic Flow 1 The user selects post viewing function on the menu interface
2 User selects post to view
3 The system displays the content of post
3.2.1.4 Use case “Manage information group”
Figure 3- 6: Manage information group a) Usecase “Manufacturer management”
Use Case Name Manufacturer management
Pre-Condition(s): The user is logged into the system
Post-Condition(s): The user manages the manufacturer successfully
1.2 Screen display system “Add manufacturer”
1.3 The user enters the information and presses the “Add New” button
1.4 The system checks the entered information If valid, the system saves the information to the database and displays the message "Manufacturer added successfully"
2.1 User clicks on “Manufacturer List”
2.2 Screen display system “Manufacturer list”
2.3 The user presses the “Edit” button at the line containing the manufacturer that needs to be edited
2.4 Screen display system “Correct the manufacturer” 2.5 User enters information and presses “Update” button
2.6 The system checks the entered information If valid, the system saves the information to the database and displays the message "Manufacturer updated successfully"
3.1 User clicks on “Manufacturer List”
3.2 Screen display system “Manufacturer list”
3.3 The user presses the “Delete” button at the line containing the manufacturer to be deleted
3.4 The system displays the “Delete Confirmation” screen 3.5 The user presses the “Agree” button
3.6 The system deletes the manufacturer from the list and saves the information to the database
3.2 The system displays the screen with a list of manufacturers to search
Alternative Flow - The user has not entered enough information => The system reports an error of not entering enough information
- User enters invalid information => The system reports an error of invalid information
Table 3- 10: Manufacturer manage b) Usecase “Units management”
Use Case Name Unit management
Pre-Condition(s): The user is logged into the system
Post-Condition(s): The user manages the unit successfully
1.2 Screen display system “Add unit”
1.3 The user enters the information and presses the “Add New” button
1.4 The system checks the entered information If valid, the system saves the information to the database and displays the message "Unit added successfully"
2.1 User clicks on “Unit List”
2.2 Screen display system “Unit list”
2.3 The user presses the “Edit” button at the line containing the manufacturer that needs to be edited
2.4 Screen display system “Correct the Unit”
2.5 User enters information and presses “Update” button
2.6 The system checks the entered information If valid, the system saves the information to the database and displays the message "Unit updated successfully"
3.1 User clicks on “Unit List”
3.2 Screen display system “Unit list”
3.3 The user presses the “Delete” button at the line containing the unit to be deleted
3.4 The system displays the “Delete Confirmation” screen 3.5 The user presses the “Agree” button
3.6 The system deletes the unit from the list and saves the information to the database
3.2 The system displays the screen with a list of unit to search
Alternative Flow - The user has not entered enough information => The system reports an error of not entering enough information
- User enters invalid information => The system reports an error of invalid information
Figure 3- 7: Usecase" Transaction managment" a) Usecase “View transaction details”
Use Case Name View transaction details
Description Users view transaction details in the system
Actor(s) CEO/ Sales staff/ Delivery staff
Pre-Condition(s): The user is logged into the system
Post-Condition(s): User views transaction details in the system successfully
Basic Flow 1 User chooses the function to manage the entire transaction
2 The system displays the entire transaction management interface including: transaction list and "Search" box
3 User enters information in the "Search" box
4 The system displays a list of transactions containing the entered keyword
5 The user clicks on the link containing the transaction code to view
6 The system displays detailed information of the transaction
Alternative Flow 3.1 The user entered search information that does not exist
3.1.1 The system displays an empty transaction list
Table 3- 12: View transaction details b) Use case “Apporove Transaction”
Use Case Name Apporove Transaction
Description Users approve transactions in the system
Pre-Condition(s): The user is logged into the system
Post-Condition(s): The user approves the transaction in the system successfully
Basic Flow 1 User selects the pending transaction management function
2 The system displays the pending transaction management interface including: list of transactions awaiting confirmation, "Search" box and "View all transactions" button
3 User enters information in the "Search" box
4 The system displays a list of pending transactions containing keywords
5 The user presses the "Approve" button at the line containing information of the transaction that needs approval for delivery
6 The system checks information and reports success
Alternative Flow 3.1 The user entered search information that does not exist
3.1.1 The system displays an empty transaction list
Table 3- 13: Approve Transaction c) Use case “Confirm successful transaction”
Use Case Name Confirm successful transaction
Description The user confirms the successful transaction in the system
Pre-Condition(s): The user is logged into the system
Post-Condition(s): The user confirms the successful transaction in the system successfully
Basic Flow 1 User selects the function to manage ongoing transactions
2 The system displays the transaction management interface in progress, including: list of transactions in progress, "Search" box and "View all transactions" button
3 User enters information in the "Search" box
4 The system displays a list of ongoing transactions containing the entered keyword
5 The user presses the "Confirm" button at the line containing the information of the transaction that needs to be confirmed as delivered
6 The system checks information and reports success
Alternative Flow 3.1 The user entered search information that does not exist
3.1.1 The system displays an empty transaction list
Table 3- 14: Confirm successful transaction d) Use case “Cancel transaction”
Use Case Name Cancel transaction
Description User cancels transaction in the system
Pre-Condition(s): The user is logged into the system
Post-Condition(s): The user successfully canceled the transaction in the system
Basic Flow 1 User selects the pending transaction management function
2 The system displays the pending transaction management interface including: list of pending transactions, "Search" box and "View all transactions" button
3 User enters information in the "Search" box
4 The system displays a list of pending transactions containing keywords
5 The user presses the "Cancel" button at the line containing the transaction information to be canceled
6 The system displays a popup confirming transaction cancellation
7 The user presses the “OK” button on the popup
8 The system displays a popup stating the reason for order cancellation
9 User enters information and presses the “Save” button
10 The system checks information and reports success
Alternative Flow 3.1 The user entered search information that does not exist
3.1.1 The system displays an empty transaction list
6.1 The user presses the "Cancel" button on the popup
6.1.1 The popup is closed, the system displays the waiting transaction interface
8.1 The user presses the “Close” button on the popup
8.1.1 The popup is closed, the system displays the waiting transaction interface
51 a) Use case “Activate/deactivate customers”
Use Case Name Activate/deactivate customers
Description Users activate/deactivate customers in the system
Pre-Condition(s): The user is logged into the system
Post-Condition(s): The user successfully activated/deactivated customers in the system
Basic Flow 1 The user selects the customer management function on the menu interface
2 The system displays the product management interface including: customer list and "Search" box
3 User enters information in the "Search" box
4 The system displays a list of customers containing the entered keywords
5 The user presses the "Activate/deactivate" button at the line containing the customer information that needs editing
6 The system checks information and reports success
Alternative Flow 3.1 The user entered search information that does not exist
3.1.1 The system displays an empty customer list
3.2.1.7 Use case “Manage favorite products”
Figure 3- 9: Use case “Manage favorite products” a) Use case “Manage favorite products”
Use Case Name Manage favorite products
Description Customers manage their favorite products
Pre-Condition(s): The customer has logged into the system
Post-Condition(s): Customer successfully manages favorite products
Basic Flow 1 Like the product
1.1 Customer clicks to like any product 1.2 The system checks the information of the favorite product If valid, the system saves the information to the
53 database and displays the message "The product has been added to the favorite list"
2 View list of favorite products
2.2 System displays drop-down menu with items such as: Personal information, Order history, Favorite Products, Change Password and Logout
2.3 Customer clicks on “Favorite Products”
2.4 The system displays the list of favorite products of the logged in user
3.2 System displays drop-down menu with items such as: Personal information, Order history, Favorite Products, Change Password and Logout
3.3 Customer clicks on “Favorite Products”
3.4 System displays Favorite Products screen
3.5 Customer clicks on Delete button on the line containing the product to be deleted from the favorite list
3.6 System displays “Confirm Delete” screen 3.7 Customer clicks on Agree button
3.8 System deletes the product from the favorite list and saves the information to the database
Alternative Flow - Customer likes a product that has already been liked =>
The system displays the error message "The product already exists in your favorites list!"
3.2.1.8 Use case “View order history”
Figure 3- 10: View order history a) Use case “Order”
Post-Condition(s): User order successfully
Basic Flow 1 User enters information in the “Search” box and presses the “Search” button
2 The system displays a list of products containing the keyword just entered
3 User presses the “Add to cart” button of the product to be ordered
4 The system notifies that the product has been successfully added to the cart
5 User presses the “Submit order now” button to place the order
6 The system redirects to the cart page
7 User checks the list of products to be ordered and presses the “Proceed to order” button
8 The system redirects to the order page
9 User enters information and presses the “Order” button
10 The system checks the information and redirects to the home page
Alternative Flow 9.1 User has not entered enough information
9.1.1 System reports error of insufficient information 9.2 User has entered invalid information
9.2.1 System reports error of invalid information entered
Figure 3- 11: Use case “Cart Management” a) Use case “Cart Management”
Use Case Name Cart Management
Post-Condition(s): Customer successfully managed shopping cart
Basic Flow 1 Add product to cart
1.1 Customer clicks to add any product to cart
1.2 The system checks the product information added to the cart If valid, the system saves the information to the database and displays the message "Your product has been added to the cart"
2 Update quantity of products in cart
2.1 Customer clicks on Shopping Cart 2.2 System displays Shopping Cart screen
2.3 Customer clicks +/- button to adjust quantity of products in shopping cart
2.4 System updates shopping cart such as quantity of products, total amount, provisional amount and total amount
3.1 Customer clicks on Shopping Cart 3.2 System displays Shopping Cart screen
3.3 Customer clicks Delete button on the line containing the product to be removed from the shopping cart
3.4 System deletes the product from the shopping cart and updates the shopping cart such as product quantity, total price, provisional price and total price
3.2.1.9 Use case “Search and filter products”
Figure 3- 12: Use case “Search and filter products” a) Use case “Search product”
Use Case Name Search product
Description Users search for products
Post-Condition(s): User successfully searches for products
Basic Flow 1 User enters information into the “Search” box and presses the “Search” button
2 The system displays a list of products containing the entered keyword
4 The system displays the Product Details screen
Figure 3- 13: Use case “Statistic Report” a) Use case “View statistical chart”
Use Case Name View statistical chart
Description User views statistical chart
Pre-Condition(s): User is logged into the system
Post-Condition(s): User view success statistics chart
Basic Flow 1 User selects the statistical report management function on the menu interface
2 User selects the statistical chart viewing function
3 The system displays the statistical chart interface
Table 3- 21: Statistic Report b) Use case “Product report”
Use Case Name Product report
Description User view product report
Pre-Condition(s): User is logged into the system
Post-Condition(s): User view success product report
Basic Flow 1 User selects the product report management function on the menu interface
2 The system displays 3 items: "Most interested products, Most purchased products, Out of stock products"
3 User selects the item they want to view the report
3 User selects the search function
4 The system displays the product report interface
Use Case Name Transaction report
Description User view transaction report
Pre-Condition(s) User is logged into the system
Post-Condition(s) User view success transaction report
Basic Flow 1 User selects the transaction report management function on the menu interface
2 The system displays "Every day /month to day /month , Search"
3 User selects the day /month to view the report
3 User selects the search function
4 The system displays the transaction report interface during the time the user wants to view
Table 3- 23: Transaction report d) Use case “View Customer birthday”
Use Case Name View customer birthday
Description User views customer birthday
Actor(s) Chief officer, Sale staff
Pre-Condition(s): User is logged into the system
Post-Condition(s): User view success customer birthday
Basic Flow 1 User selects the function to view customer birthdays on the menu interface
2 The system displays a list of customers with birthdays in the current month
Use Case Name Write feedback
Post-Condition(s): User write success feedback
Basic Flow 1 User selects the contact on the menu interface
2 User fill infor and wirte feedback of user
4 The system displays successfully send the feedback
3.2.2 Activity Diagram a) Activity Diagram “Register”
Figure 3- 15: Activity Diagram “Register” b) Activity Diagram “Log in”
Figure 3- 16: Activity Diagram “Log in” c) Activity Diagram “Order”
Figure 3- 17: Activity Diagram “Order” d) Activity diagram “Update personal information”
Figure 3- 18: Activity diagram “Update personal information” e) Activity diagram “Search product”
Figure 3- 19: Activity diagram “Search product”
Figure 3- 20: Activity diagram “Logout” g) Activity diagram “View history order”
Figure 3- 21: Activity diagram “View history order”
Figure 3- 22: Activity diagram “Add product” i) Activity diagram “Delete product”
Figure 3- 23: Activity diagram “Delete product”
Figure 3- 24: Activity diagram “Transaction report”
System design
Figure 3- 26: Customer account registration interface
Figure 3- 28: Login interface for manager/sales staff/delivery staff
Figure 3- 30: Full order management interface
Figure 3- 31: Pending order management interface
Figure 3- 32: Delivery order management interface
Figure 3- 33: Delivered order management interface
Figure 3- 34: Cancelled order management interface
Figure 3- 37: Statistical chart viewing interface
Figure 3- 38: Product report export interface
Figure 3- 40: Customer birthday display interface
Figure 3- 42: Customer order management interface
Figure 3- 43: Customer cart management interface
Figure 3- 45: Customer health newsletter viewing interface
System building
- Back-end programming languages: PHP, JavaScript
- Front-end programming languages: HTML, CSS
The system is built with the following main modules:
This module handles functions like getting list, adding, editing, getting details, searching employee information.
UserController.php: collaborator(), store(), showCollaborator(), updateCollaborator(), updateInformationCollabor ator()
This module handles functions like getting list, editing, getting details, searching customer information.
UserController.php: customer(), show(), updateCustomer()
This module handles functions like getting list, editing, deleting, getting details, searching product information.
ProductController.php:index(), store(), show(), update(), destroy(), updateStatus()
This module handles functions like getting list, editing order status, getting details, searching order information.
TransactionController.php: index(), pending(), shipped(), delivered(), cancel(), show(), update(), note(), cancelTransaction(), destroy()
This module handles functions like getting list, editing, deleting, getting details, searching article information.
PostController.php: index(), store(), show(), update(), destroy()
6 Register This module handles functions such as entering information and creating accounts.
RegisterController.php fullfill(), register(), createAccount()
7 Login This module handles the login function to the system.
This module handles functions like getting list of products in cart, adding, updating, deleting products in cart.
CartController.php: index(), addSpecialItem(), addItem(), remove(), clearCart(), increment(), decrement(), getItemNumber()
9 Order This module handles ordering functionality.
CheckoutController.php: index(), order(), orderReceived()
System deployment at the company
The above customer management IS being analyzed and designed according to the UML object-oriented analysis and design process, and basically met the set goals However, the system still does not reflect all the functions related to customer management in the company It is necessary to add more functions to the database to further improve the above customer management information system so that the system can meet the needs of using the system to serve the company's management activities
The customer management website system of Co Mem Company is built with stable and flexible operation, ensuring a smooth and effective user experience
Expected number of users: 10,000 users in the first month, gradually increasing to 50,000 users in the first 6 months and 100,000 users after 1 year
Processing time for each request: Under 500ms for each request, ensuring a fast user experience
Number of concurrent users: Expected 500 concurrent users during peak hours, with the ability to expand to 1000 concurrent users
Product data: 10,000 initial products, with the ability to expand to 50,000 products after 6 months and 100,000 products after 1 year
Retention period: Data is stored for at least 5 years to meet legal requirements and user feedback
Backup frequency: Daily to ensure data security
Backup method: Use multiple backups and backups at different locations to ensure safety and high recovery
- Recovery ability in case of incidents:
Recovery time: Less than 4 hours for any major incidents, ensuring minimal downtime
Recovery process: Defined and periodically tested to ensure efficiency and speed in case of incidents.
Some recommendations
Co Mem Company is in the period of development, expanding its scale and is increasingly trusted by customers nationwide to use its products and services
Currently, the company's hardware equipment needs to be upgraded to best serve the company's employees and effectively support when the customer management system is put into use This work will provide maximum support in the company's business activities
In addition, the company needs to open training classes for employees to learn how to use the customer management website, providing full instructions on how to use the website for each employee On the basis of website deployment, the company needs someone to guide and train employees on how to use the main functions of the website
The topic "Building a CRM system for the company" is a highly practical topic, with the task of analyzing and designing a customer management information system, the thesis has met some basic requirements However, in order for the topic to be applied in practice, to meet the requirements, more research time is needed, not only knowledge of information technology is needed but also related knowledge is needed so that the program can meet most of the requirements arising in practice, providing maximum utility for users while still ensuring the program must be simple and easy to use
Therefore, the development direction of the topic is as follows:
- Complete the analyzed and designed functions, perform the pairing of the designed parts
- Expand the modules to communicate with peripheral devices
- Research and add functions that have not been identified at the time of this thesis
The system is built to allow functions to operate independently of each other, so when there is a change or a need to add or remove functions, there is no need to rebuild the system When the information system is successfully built, it will improve operations on documents and books The newly developed system aims to reduce the number of personnel involved in the management department
During the time of implementing the graduation project topic " Building a CRM system for Co Mem Natural cosmetics joint stock company", I realized the importance of sales management in agencies, companies in general and the company
I intern in particular Having a sales management information system in enterprises and organizations is very necessary, helping managers save time and effort in management and storage Therefore, it requires accuracy, timeliness and synchronization Besides the results achieved, although I tried very hard and received guidance from teachers and seniors in the company, my thesis could not avoid many shortcomings and limitations However, the thesis has pointed out the importance of computerization in management in general and sales management in particular, surveyed and analyzed, completely designed a sales management problem, the forms are designed simply, friendly to users In the future, the system will develop further in some aspects such as being able to interact with barcode readers, or directly sending emails to sales invoices and being able to output documents
I will continue to improve the program's functions and will try to design, install and upgrade the program to be suitable and meet the requirements of the problem in practice
Finally, I would like to sincerely thank the teachers at the International School - Hanoi National University, Ha Noi and especially DR PHAM DINH TAN for their enthusiastic help and guidance so that I can complete this graduation project well.