Optimization of the Enterprise During the Implementation of the CRM System

The modern buyer appreciates the time and quality of the provided services. Demanding customers for service and quality service is increasing every year, and companies are competing to achieve the right to service. In such conditions, the issue of automation of business processes, information flows and systematization of data is extremely urgent for each business. From year to year, more and more information systems appear on the market that provide solutions in the framework of automation and systematization of data. One of such systems is the CRM system, which is also a system that allows you to manage customer relationships. Innovations in the field of information technology enable strategic development of relations with consumers. Customer relationship management has been one of the most developing fields in the last few years. In can be seen from the growing body of journal publications about integration of CRM. To date, however, problems of successful application of CRM in the company are still not widely explored. It was found that company employees are not trained in modern methods and metrics in order to understand how successful the implementation of the CPM system in the company will be. The purpose of this paper is to review and analyze the process of organizing customer relationships within the framework of applying the CRM system using the example of LLC «Group of Companies «CTK»» based on a detailed analysis of the relevant literature and research in this field. To reach that purpose, a research will conduct development of the implementation project of the CRM system in the LLC «Group of Companies «CTK»», considering the characteristics and specifics of the company. The company LLC «Group of Companies «CTK»» was identified as an object of study. The subject of the research is the implementation of the CRM system at the enterprise. How implementation of the CRM system may lead to optimization of the enterprises working processes? To answer the main question of that paper, the following tasks were identified: consideration of the theoretical fundamentals of the working process with the CRM system, analysis of the organization of customer relationships management at LLC «Group of Companies «CTK»» and identification of problems, using the implementation of comparative analysis of CRM systems, analysis of practical application based on the example of the selected company, and determination efficiency from the implementation of this information system.