Customer relationship management and its contribution to customer satisfaction

Abstract

The thesis examines CRM and its relations with customer satisfaction for project managers. CRM is about creating not only strong relationships with your clients but also having a database with information regarding customers, evaluating this information and using it for the benefit of the firm. Often project managers look after only the work progress but not to receive some good knowledge regarding their customer and increase customer satisfaction which will guarantee more projects from the same customer in the upcoming months or years. The thesis concludes that Project managers shall develop some CRM practices in order to stay with competition and have better relations with their customers. This will help the firms to acquire more projects since they will take advantage and make better deals for the firm.