The Features of Use of CRM Tools in the Practice of Nonprofit Organizations

Graduation qualification work consists of introduction, theoretical part, practical part, conclusion, list of references and appendix. The introduction substantiates the relevance of the chosen topic – automation of business processes as a factor of success of the organization, aims and objectives of the study – to study the features of CRM implementation of non-profit organizations (NGOs), the subject of research – the use of CRM in NGOs. The first part describes the importance of system communications in NGOs, discloses the concept of CRM, considers the prerequisites of the implementation of CRM-system in the activities of NGOs. The second part presents a brief description of the experience with CRM systems of Russian NGOs on the results of communication with their representatives, conducted a qualitative analysis of interviews, the results of which are summarized and structured by thematic blocks. The theoretical provisions of the first part are compared with the conclusions and recommendations of the practical part of the work. In conclusion, the main conclusions obtained as a result of the study are presented. The total amount of work is 66 pages with the appendix and includes 32 literature sources.