Efficiency Evaluation of CRM-system Implementation in the Company

Student: Orlova Anna

Educational Programme: Business Informatics (Master)

Year of Graduation: 2016

The present paper describes an integrated approach based on a balanced scorecard considering risk factors and dynamics of changes in financial and non-financial indicators. The aim of the work is to evaluate the effectiveness of the implementation of CRM-system based on the proposed method. The work analyzes the advantages and disadvantages of existing basic performance evaluation methods of investment projects and, based on them, it is proposed a modified method that allows to consider more factors. As a result of the work the proposed method was tested on the example of a trading company and the results were analyzed in comparison with the basic methods. Keywords: evaluation of investment projects, Balanced Scorecard, non-financial performance, the IT project, CRM-system, risk assessment, forecasting.

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