The role of customer relationship management systems in the development of business

Abstract

Such effects as increased sales productivity, customer satisfaction and retention determine the company’s success in the long run. Therefore, managers perceive the effectiveness of implementing Customer Relationship Management at the level of common sense. Customer Relationship Management is a software that automates repetitive processes and helps businesses to build a dialogue with the customers effectively, to prevent mistakes in the work and, as a result, to sell more. The current work reveals the concept of Customer Relationship Management systems and focuses on the Customer Relationship Management functions, its pros and cons, as well as the effects of its use. The conclusions are drawn regarding the Customer Relationship Management potential in Belarus based on the empirical study of Belarusian startup development since the implementation of the system