Implementation of CRM and SRM System

Thanks to the development of Internet technologies, the requirements made by customers have increased significantly, and that is why companies needed to rethink their customer relationship management system, namely: to focus on improving the level of service and maintaining customer loyalty to their brand. In the meantime, these changes are possible only if the companies see in their suppliers not temporary but long-term partners since this is now necessary to fully satisfy the needs of customers which are growing from year to year. This work is dedicated to the implementation of CRM and SRM systems, thanks to which companies could survive in difficult economic conditions and increase their competitive advantage by maintaining and increasing the loyalty of their customers, as well as creating strong partnerships with their suppliers. Keywords: CRM, SRM, supplier relationship management, customer relationship management. The object of research is the company “Modist”, the main activity of which is the retail sale of women's clothing. The subject of research is CRM and SRM systems as ways to increase the competitive advantage of the company, as well as increase its economic efficiency in general. This work consists of three chapters. The first chapter presents the theoretical basis necessary for understanding this topic, namely the importance of CRM and SRM systems for the company and the most important conditions for their implementation. The second chapter contains an analysis of customer and supplier relationship management systems using the example of “Modist”, and also identifies their shortcomings and analyzes. The third chapter describes in detail the process of implementing CRM and SRM systems in “Modist”, and also assesses its effectiveness. The conclusion contains an analysis of the results and recommendations. The results are as follows: the company managed to increase its sales and the number of customers while reducing the time costs of its employees thanks to the CRM system, as well as eliminate problems with delivery delays and product quality due to the implementation of the SRM system.