Practice of the Software Selection and Development of Regulations for Implementation of the CRM-System in the Agency of Contextual Advertising

The theme of diploma project – "PRACTICE OF THE SOFTWARE SELECTION AND DEVELOPMENT OF REGULATIONS FOR IMPLEMENTATION OF THE CRM-SYSTEM IN THE AGENCY OF CONTEXTUAL ADVERTISING". The object of this research project is the Agency of contextual advertising "X". Subject of research – the internal business processes of the enterprise. In the introduction justified the relevance of the topic, the goal of the diploma project, the object and subject of the research, objectives. In the first Chapter of the thesis project examines the theoretical foundations of CRM implementation, analysis of implementation experience, the study encountered in the implementation problems. The second Chapter gives a General description of the activities of the Agency contextual advertising "X", analyzed current processes, relationships with customers, identified their bottleneck processes have been modeled as-is and to-be. The third Chapter presents the rationale for the selection of software solutions for agencies of contextual advertising "X" on the basis of multi-criteria analisis developed guidelines to support key business processes, analyzes the results of the CRM implementation. The conclusion contains the main output and proposals for improving the business process "relationships with clients" in the Agency of contextual advertising.