Faculty Advisor
Gerstenfeld, Arthur
Sponsor
Morgan Stanley
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
Copyright Statement
Access to this report is limited to members of the WPI community. Please contact a project advisor or their department to request access
Accessibility
Restricted-WPI community only
Advisor Department
Business
Advisor Program
Business