CRM-system Development in Russian Company

The present work is devoted to the study of the problem of low efficiency of customer relationship management (CRM) systems in the company, as well as ways to provide automation of work with data in enterprises. In the theoretical analysis, key approaches to understanding CRM are considered and the possibilities of its use are listed. Classifications of systems adopted in the world community are given. The stages of constructing work with automated systems are described. In the course of the research, an analysis of the opinions of the experts of the Russian CRM - systems market regarding development trends was carried out. Methodology of work was the observation and direct engineering of processes. The technical capabilities of the analyzed company were fixed, the key moments in work with clients were noted with the purpose of constructing the work algorithm for CRM. In the practical part of the diploma, a technical task was developed for the small business "Handyland", which includes visualization of the main business processes. The main parts of the terms of reference are: analysis of problems of the firm, construction of a scheme of interrelations between automation elements, development of unique reports for export from the system, analysis of business processes. Also, a comparative analysis of existing CRM-solutions, leading in the Russian market is presented. The main contribution is the development of the stages of implementation of the projected customized CRM system for the analyzed company, as well as consideration of options for assessing the effectiveness of the system.