VIETNAM NATIONAL UNIVERSITY, HANOI INTERNATIONAL SCHOOL GRADUATION PROJECT PROJECT NAME BUILDING A CRM SYSTEM FOR COMEM NATURAL COSMETICS JOINT STOCK COMPANY Student’s name Hoang Thi Lan Anh Hanoi - Year 2024 VIETNAM NATIONAL UNIVERSITY, HANOI INTERNATIONAL SCHOOL GRADUATION PROJECT BUILDING A CRM SYSTEM FOR COMEM NATURAL COSMETICS JOINT STOCK COMPANY SUPERVISOR: DR. PHAM DINH TAN STUDENT: HOANG THỊ LAN ANH STUDENT ID: 20070667 COHORT: QH2020 SUBJECT CODE: INS401101 MAJOR: Management Information Systems Hanoi - Year 2024 2 ACKNOWLEDGEMENTS The journey of conducting research and completing the graduation project on "Building a CRM system for Co Mem Natural cosmetics joint stock company" is not only a personal journey but also a journey of creativity and learning from people around. Having spent my days at the International School - VietNam National University Ha Noi, I have realized the power of consensus and constant support from the community of teachers, friends, and especially from the staff. Dedicated employee of Co Mem Natural Cosmetics Joint Stock Company.
Every step, I have felt the dedication and enthusiasm of the teachers in the Department of "Management Information Systems", who have devoted their time and enthusiasm to support me in the process of research and development complete the graduation project. In particular, I want to send my sincere gratitude to DR. PHAM DINH TAN, who has been a source of encouragement and guidance for me to overcome difficult challenges. In addition to conquering difficulties and learning from others, developing specialized knowledge and soft skills is also an indispensable part of this process.
Through coursework and internships, I have mastered many new skills and become more aware of the importance of applying knowledge into practice. However, no journey is perfect, and my graduation project cannot avoid limitations and shortcomings. I am clearly aware that my thesis still has many incomplete points, especially in the ability to analyze and design. Therefore, I hope to receive comments and sincere assessments from my teachers to improve the quality of my thesis and meet professional and practical requirements.
Finally, I want to express my deep gratitude to everyone who has accompanied me on this path, from my instructors, to my friends and colleagues, all of whom have contributed to my success today. I am honored to share these achievements with everyone and am willing to continue to learn and grow in the future. Hanoi, June 15, 2024 3 ASTRACT The importance and significance of the research topic. The global integration of commodity production and business systems has greatly benefited consumers, including those in Vietnam, by offering a wider range of products and services.
This, however, has led to decreased customer loyalty, as they often seek the best options available. For businesses to succeed, managing customer information systems is crucial. It allows for systematic interaction with customers and helps in building strong, lasting relationships, thereby enhancing competitiveness and ensuring sustainable growth. CoMem Natural Cosmetics Joint Stock Company exemplifies this approach by prioritizing customer-centric strategies.
Effective management of customer information involves maintaining updated contact details, needs, and accounts, which can be leveraged using data mining tools to identify potential customers and develop tailored care strategies. This not only helps in fostering good customer relations but also boosts business profitability. During my internship at CoMem, I recognized the need for the company to shift from manual to computerized methods in handling customer information to improve efficiency and accuracy. Research objectives Firstly, to systematize the knowledge of theoretical concepts and classifications related to the analysis and design of information systems in enterprises.
Secondly, to delve into specific specialized issues regarding the analysis and design of information systems in enterprises. Thirdly, to apply the knowledge gained to analyze and design a customer information management system using an object-oriented approach at the company. Research subject and scope Research subjects - The research subject: Co Mem Natural Cosmetics Joint Stock Company. - The research object: customer management process at Co Mem Natural Cosmetics Joint Stock Company.
The tools used are: UML and draw. 4 - The research content: Research the current status of customer management by manual methods at the company. Understanding the working process between departments to analyze and design a CRM with the aim of overcoming the shortcomings of manual methods, optimizing IT applications, improving business efficiency for the company. Research scope - Space: Study the customer management model in the cosmetics production and business environment of Co Mem Company.
- Timeframe: The collected data was taken over the past 3 years from 2021 to 2023. - Content: The research will focus on specific customer-related functions. The CRM will be built using PHP and MySQL suitable for current machine configuration. Research Methodology Data collection method - Document research method: In addition to researching documents such as textbooks and scientific lectures, and combines documents on software production processes and information system design analysis.
- Secondary data collection: Knowledge from foreign documents is collected through books, newspapers, company websites to understand customer management activities. - Primary data collection: Data is collected through survey forms and interviews with company employees, thereby capturing basic information about the company and customer management activities. Data processing method The collected data will be selected to serve the most accurate analysis and evaluation. The Microsoft-Excel tool supports me in creating charts from which I can draw conclusions about the situation and development of the Company.
Based on the collected documents, PHP and SQL programming languages on the Visual Studio Code environment to build the program interfaces. 5 TABLE OF CONTENTS CHAPTER 1: THEORETICAL BASIS OF ANALYSIS AND DESIGN OF CUSTOMER MANAGEMENT SYSTEM (CRM) .1 Theoretical basis of CRM - Customer Relationship Management. What is CRM?. The role of CRM.
Why CRM is chosen by businesses?. Overview of domestic and international research situation.1 Research situation in the country.2 Research situation in the world. 20 CHAPTER 2: CURRENT STATUS OF APPLICATION OF INFORMATION SYSTEM AT COMEM COSMETIC COMPANY. Overview of the company.
Company development history. Brand name, logo, slogan and product catalog of the company. The organizational structure of the company. The main business performance results of the company for the 3-year period from 2020 to 2022.
Application of IT, IS and E-commerce at Co Mem Company. Assessment of the current status of (CRM) system at CoMem Company. Customer management (CRM) activities at CoMem company. The need to build customer management system (CRM) of CoMem Company.
Evaluation of the current CRM at CoMem Company. 27 CHAPTER 3: BUILDING A CRM SYSTEM OF COMEM COSMETICS COMPANY .1 Description of the CRM System problem for the company. Description of the problem. Analysis of system functional requirements.
Non-functional system requirements. Use case diagram. Development tools and environments. Main programming modules.
System deployment at the company. Proposed development direction. 82 7 LIST OF ACRONYMS Acronym Meaning MIS Management information system ERD Entity Relationship Diagram UML Unified Modeling Language UCs Use case CRM Customer relationship management LIST OF FIGURES Figure 2- 1: Organizational Structure. 23 Figure 3- 1: Business Function Diagram………………………………………….29 Figure 3- 2: General use case diagram.
32 Figure 3- 3: Usecase case for general functions. 33 Figure 3- 4: Usecase Product Management. 36 Figure 3- 5: Use case "Managing post/ post tags/ post topics". 40 Figure 3- 6: Manage information group.
41 Figure 3- 7: Usecase" Transaction managment". 45 Figure 3- 8: Usecase " User Management". 50 Figure 3- 9: Use case “Manage favorite products”. 52 Figure 3- 10: View order history.
54 Figure 3- 11: Use case “Cart Management”. 56 Figure 3- 12: Use case “Search and filter products”. 58 Figure 3- 13: Use case “Statistic Report”. 59 Figure 3- 14: Management feedback.
62 Figure 3- 15: Activity Diagram “Register”. 63 8 Figure 3- 16: Activity Diagram “Log in”. 64 Figure 3- 17: Activity Diagram “Order”. 64 Figure 3- 18: Activity diagram “Update personal information”.
65 Figure 3- 19: Activity diagram “Search product”. 65 Figure 3- 20: Activity diagram “Logout”. 66 Figure 3- 21: Activity diagram “View history order”. 66 Figure 3- 22: Activity diagram “Add product”.
67 Figure 3- 23: Activity diagram “Delete product”. 67 Figure 3- 24: Activity diagram “Transaction report”. 69 Figure 3- 26: Customer account registration interface. 70 Figure 3- 27: Customer login interface.
70 Figure 3- 28: Login interface for manager/sales staff/delivery staff. 70 Figure 3- 29: Product management interface. 71 Figure 3- 30: Full order management interface. 71 Figure 3- 31: Pending order management interface.
71 Figure 3- 32: Delivery order management interface. 72 Figure 3- 33: Delivered order management interface. 72 Figure 3- 34: Cancelled order management interface. 72 Figure 3- 35: Customer management interface.
73 Figure 3- 36: Employee management interface. 73 Figure 3- 37: Statistical chart viewing interface. 73 Figure 3- 38: Product report export interface. 74 Figure 3- 39: Transaction report interface.
74 Figure 3- 40: Customer birthday display interface. 74 9 Figure 3- 41: Feedback management interface. 75 Figure 3- 42: Customer order management interface. 75 Figure 3- 43: Customer cart management interface.
75 Figure 3- 44: Customer payment interface. 76 Figure 3- 45: Customer health newsletter viewing interface. 76 Figure 3- 46: Customer feedback interface. 76 LIST OF TABLES Table 2- 1: Company's business activities.
24 Table 3- 1: Actor Description………………………………………………………31 Table 3- 2: Login. 34 Table 3- 3: Change password. 35 Table 3- 4: Log out. 36 Table 3- 5: Add product.
37 Table 3- 6: Delete product. 38 Table 3- 7: Update product. 39 Table 3- 8: View post. 41 Table 3- 9: Manufacturer manage.
43 Table 3- 10: Unit management. 45 Table 3- 11: View transaction details. 46 Table 3- 12: Approve Transaction. 47 Table 3- 13: Confirm successful transaction.
48 Table 3- 14: Cancel transaction. 50 Table 3- 15: Activate/deactivate customers. 51 Table 3- 16: Manage favorite products. 55 10 Table 3- 18: Cart Management.
57 Table 3- 19: Search product. 59 Table 3- 20: Statistic Report. 60 Table 3- 21: Product report. 60 Table 3- 22: Transaction report.
61 Table 3- 23: View customer birthday. 62 Table 3- 24: Write feedback. 63 Table 3- 38: Main module. 78 11 CHAPTER 1: THEORETICAL BASIS OF ANALYSIS AND DESIGN OF CUSTOMER MANAGEMENT SYSTEM (CRM) 1.1 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?