In the first part, we discuss the topics Project Management, Software Engineering and Customer Relationship Management from a theoretical perspective.
In the Project Management chapter we describe the fundamentals (e.g. definitions, the Magic Triangle of Project Management, roles). In addition the chapter includes the Project Management Process and information about “Why (IT-)Projects fail”, based on wellknown studies.
In addition to providing fundamental information about software engineering, the second chapter is focused on two software engineering methods, Scrum and Waterfall. Finally, a brief overview about other software engineering methods is also presented.
The last theoretical chapter is called Customer Relationship Management. It covers the principles and objectives of Customer Relationship Management. The chapter also addresses the entire customer life cycle. In addition, the importance and trends of Customer Relationship Management are described. The chapter ends with a reference to IT project management.
In the second part, we discuss the topics from a practical perspective, which includes a qualitative survey. At the beginning we describe the methodology and the interview questions. In addition, we give a brief summary about the interviewees. Afterwards we present the individual findings from the surveys and try to link the theoretical with practical part.
Finally, the collected results are divided and summarized into four parts. The result of the master thesis is a list of recommendations to project-oriented software engineering companies.
