Current Approaches to the Creation of Prospective CRM Software. Existing Trends and Innovations

The main purpose of the graduation qualification work is to explore the current approaches to building a Customer Relationship Management (CRM) system, as well as innovations applicable to the CRM software of the future. The collective example of CRM of the future will be considered in this graduation work by using design thinking method. Analysis, synthesis, generalization of scientific and reference literature are also will be used to get enough information about current trends in the software under consideration. It is important to reach the purpose, applying these methodologies, and to get the prototype of CRM system of the future that will include all characteristics of main trends of current development. The results of the research will allow to estimate the directions of CRM development and to make decisions about investments to enterprise software solutions. The predictions will help to effectively manage the business, taking into account all risks.