Implementing a customer relationship management (CRM) system to optimize sales, marketing, and support for QNB’s Starlink venture

Abstract

This report details a three-month internship (July-September 2025) undertaken at Quack n Buy (QNB), focusing on the business development and marketing activities for its new Starlink satellite internet reselling venture. The report provides an organizational analysis of QNB, examining its management, marketing, operations, and competitive positioning within the cross-market e-commerce and connectivity industries . The core of the report is a project proposing the implementation of a Customer Relationship Management (CRM) system . Analysis revealed fragmented data management, reliance on manual processes using Excel and social media inboxes, inability to track marketing ROI, and unsystematic sales pipeline management . The proposed Social CRM implementation, presented with a phased framework and visual architecture, aims to integrate sales, marketing, and support functions, automate lead capture, enable data-driven decisions, and enhance operational efficiency to support QNB's scalability . Key recommendations include adopting a phased CRM rollout, securing top management support, and prioritizing user training .