CRM System Implementation in Internet Shop Operations

MASTER THESIS ABSTRACT Внедрение CRM системы в работу интернет-магазина CRM System Implementation in Internet Shop Operations Student: Litvishko N. Academic supervisor: Malov D. Keywords: e-commerce, CRM systems, CRM system implementation, business process, CRM system development, CRM systems comparison criteria. Current master thesis project was devoted to implementation of specially developed product in a company. While preparing to implement the CRM system existing solutions on the topic have been analyzed on a base of particular criteria. These criteria take into account peculiarities of company business operations. It has been found that currently existing products do not correspond the company needs enough in order to conduct high-level customer support. Necessary system requirements have been described in accordance with company specifics. Later the implementation of developed solution has been conducted in several separate stages in order to decrease error possibilities. Each stage has been strictly controlled and lead to changes when needed. As a result the online shop received and integrated a high quality product. Managerial implication of this work is that it helped to solve a problem which hindered company development. The potential of this research lies in a fact that functional requirements to the product are constantly changing and permanent improvement of the system is needed.