Implementation of a Customer Relationship Management System Under Economic Constraints

The Master's thesis entitled "Implementation of a Customer Relationship Management system under economic constraints" is a comprehensive study on the class of customer relationship management systems (CRM). The relevance of projects for the implementation of CRM systems in Russia is related, among other things, to sanctions, as a result of which foreign software vendors left the Russian market. Many companies have a need to replace the CRM systems of foreign vendors with Russian solutions. The dissertation consists of three chapters. The first chapter describes the theoretical foundations of customer relationship management, justifies the need to use a CRM system. The analysis of the foreign CRM market and the Gartner magic quadrant in the field of customer interaction (2023) is presented. The characteristic of the Russian market of CRM systems is given and the state of import substitution of CRM in Russia is investigated. The second chapter provides a general description of the company in question: the history of creation, financial results, the impact of sanctions, and the development strategy under sanctions. The subject area of the company and the main business processes are investigated. The choice of a CRM system is justified by the method of hierarchy analysis and the tasks of implementing a new system are set. The third chapter provides a description of the project team and the development methodology. The Entity Relationship model of the database and the main business processes in the new CRM system have been designed. The work also analyzes the economic efficiency of the implementation of the system and evaluates the activities carried out. In conclusion, a general conclusion is made about the results of the work done.