Implementation of Customer Relationship Management in an Organization

The thesis is focused on the customer relationship management inside companies (CRM). Theoretical part deals with the general overview of CRM as a philosophy and as a system. Herein the actual trends and approaches are described. The project which is indispensable to be prepared before proceeding to the main implementation is described in the implementation project part. It contains all the initial steps that lead towards successful implementation -- strategic analysis, avoiding and removing barriers, selecting the partner for implementation and also a brief overview of the causes of the implementation failures. Implementing the system is the final step of the overall CRM project. Keeping the steps I described in the implementation part makes the process easier to handle and reduces possible delays. Integral part of the thesis is a practical example of a successful implementation. In this case I describe how to optimize the phone call flow through various parts of the company.