CRM-СИСТЕМЫ КАК ИНСТРУМЕНТ ПОВЫШЕНИЯ ЭФФЕКТИВНОСТИ ЭЛЕКТРОННОЙ ТОРГОВЛИ

Abstract

In the modern world, one cannot underestimate the importance of CRM systems, which have a significant impact on business development, cost reduction and other factors. Any organization needs a customer base, its updating and the safety of important information on transactions. Using CRM simplifies life not only for managers of any business, but also for full-time employees of the organization. With the help of customer relationship management systems, companies can automate marketing processes, accounting processes, reduce manual data collection work and organize customer information. This article examines the different types of CRM systems, their impact on e-commerce, as well as the PIM and OMS systems that are an integral part of the toolkit. In addition, a number of advantages that CRM systems have were considered. These include increasing the efficiency of marketing strategies and the work of the sales department, ensuring high-quality communication within the company, increasing the company’s competitiveness and the active use of CRM reporting. All the benefits of implementing CRM systems are revealed only if the product’s capabilities are used correctly. The fact that the system has been implemented does not guarantee a solution to the company’s internal problems associated with the ineffectiveness of the sales department and incomplete filling of the database. All these problems can be solved only if the systems are correctly implemented and used, as well as high-quality employee training. After studying the features of CRM systems and their impact on e-commerce companies, it was concluded that the implementation of CRM systems is necessary for any corporate business whose goal is to increase revenue and build strong relationships with customers.