Master of Science in Computer Science

Faculty / School

Faculty of Computer Sciences (FCS)


Department of Computer Science

Date of Submission



Dr. Tariq Mahmood Associate, Professor, Faculty of Computer Science, Institute of Business Administration (IBA), Karachi

Project Type

MSCS Survey Report


In this research we tried to portray a picture of how CRM systems benefits an organization. We conducted this research irrespective of industry making it a generalized stance about CRM systems. We used an online questionnaire to collect the data and then we used Microsoft’s Power BI to perform analytics. Upon completion of the research, we realized that CRM systems can benefit company in so many different aspects which includes customer retention, customer segmentation, better marketing strategies, better customer insights, revenue projection, employee performance analysis and much more, resulting in the exponential growth of the company’s revenue.


Results of the present study clearly define how beneficial it is for an organization to implement a CRM system. It helps the organization to gain better insights, better engagement with customers, increased customer retention rate and many other benefits. CRM helps organizations to increase customer loyalty by analyzing what customer wants and what is causing the customer to steer towards competitors. Resulting in in the increased revenue. Other benefits of a CRM are that the framework is very less complicated which helps non-technical employees easily adopt the process. CRM platforms are also very customizable that molds as per the customer needs.

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