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.

• This report represents the work of one or more WPI undergraduate students submitted to the faculty as evidence of completion of a degree requirement. WPI routinely publishes these reports on its website without editorial or peer review.

Creator

• Guelfi, Felipe.
• Pena, Carlos Andres.

Publisher

• Worcester Polytechnic Institute

Identifier

• 00D262M

Advisor

• Gerstenfeld, Arthur

Year

• 2000

Center

• Wall Street-FinTech Project Center (Boston or New York) - MQP

Sponsor

• Morgan Stanley

Date created

• 2000-01-01

Resource type

• Major Qualifying Project

Major

• Management Engineering
• Management

Rights statement

• In Copyright