Features of Implementation CRM in Retail

Student: Anoprienko Ilya

Educational Programme: Management (Bachelor)

Year of Graduation: 2018

The study "The features of implementing CRM in retail" solves an important problem of selecting and implementing a CRM system in a company. In this work there were studied such theoretical issues as: the concept and essence of CRM, a description of the main CRM-systems, the features of implementing CRM in a retail and an analysis of the effectiveness of this implementation. During the practical part of the work the was considered the retail company Metal Master. There were made as an external analysis that showed their main strengths and weaknesses relative to competitors, and internal, which described their processes of interaction with customers. Then, the process of implementing the CRM system into the organization was analyzed. Based on the results of this, using theoretical foundations, there was formed a list of practical recommendations, following which the company can greatly simplify the process of implementing the system and prevent errors committed by the Metal Master.

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