EXECUTIVE SUMMARY Major Tech is a large provider of informational services to both individuals and firms. Development of Client Management System (CMS) is a strategic objective of the company as it is a good way to establish loyalty of existing clients and attract new customers. The purpose of this report is to ascertain the viability of new CMS product’s implementation instead of the currently used spreadsheet-based system. RESEARCH APPROACH AND METHODOLOGY Preparing this report, I followed the next steps: 1. Firstly, I conducted some general research on the Internet, comparing different definitions of CMS, in order to understand what CMS is; and how its implementation affects the business processes within a company. 2. Secondly, I explored the IT industry in terms of clients’ needs, market specific and business processes within this industry for better understanding of requirements and needs of Major Tech. I used the information of the web sites of CMS providers, books and other reliable sources for this step. 3. Then I narrowed the research to Gartner Consulting web site, in order to identify current CMS trends, analyze different CMS solutions and identify their main features. This information could be important for Major Tech with its specific needs. 4. Based on this research and analysis, I prepared a …show more content…
The growth of 12.3 % demonstrates a strong demand from business organizations in all industries to implement software that provides a better and faster service. According to the 2011 Customer Experience report, 86% of consumers are ready to pay more for a better customer experience. (Oracle corporation report, 2012). It is evident from these statistics that improvement of customer relationships through technologies is an essential element of future company profit’s