The challenges of CRM implementation for Russian enterprises

Abstract

Thanks to the fast-evolving technology and globalization, the business scene is expanding at a high pace. There is more competition between businesses, which raises the customer’s expectations to unprecedented levels as well as customer acquisition costs. Therefore, for a company it is imperative to implement a CRM system to organize maintain a good relation-ship with customers and to facilitate interactions between Businesses and their customers. After the Dissolution of Soviet Union, Russian enterprises are now facing challenges in im-plementing technologically advanced tools (such as CRMs) to meet the standards (opera-tional activities, financial indicators, supply chain) of first tier economies like the US or Eu-rope.

The aim of this thesis is to review, analyse and compare different CRM systems to help us identify issues that challenges enterprises when implementing a new CRM system. Further-more, a study of Softline experience of implementing their new system will help confirm our findings. This research will help us construct a full procedure on how an enterprise should implement a new CRM system minimizing challenges, risks and cost overruns.