Faculty Advisor

Gerstenfeld, Arthur

Abstract

This report, prepared for Morgan Stanley Dean Witter (MSDW) in New York as part of our Major Qualifying Project (MQP), contains a description of a two-month study plus one term of preparation in analyzing the workflow of the Client Service Department and an initial needs assessment of a Customer Relationship Management (CRM) implementation. Through our work observing the client representatives activities, interviewing employees and professors, researching up-to-date information in the customer service area, and contacting different CRM vendors, the team developed an array of observations and formulated different recommendations for improving their processes.

Publisher

Worcester Polytechnic Institute

Date Accepted

January 2000

Major

Management Engineering

Major

Management

Project Type

Major Qualifying Project

Accessibility

Restricted-WPI community only

Advisor Department

Business

Advisor Program

Business

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