Automation of business processes-using CRM to simplify everyday tasks
Kloss, Evgeny (2024)
Kloss, Evgeny
2024
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024052917424
https://urn.fi/URN:NBN:fi:amk-2024052917424
Tiivistelmä
In today's world, where the pace of business development is rapidly accelerating, companies are faced with the need to adapt to changing market conditions. The amount of information that needs to be processed, as well as the requirements for speed of decision-making and quality of customer service, are growing every day. Automation of business processes has become not just a competitive advantage, but a necessary component of sustainable development of companies. One of the most effective tools here are customer relationship management (CRM) systems, which determine the relevance of this study.
The purpose of the study was to analyze the significance of CRM in business process optimization. Tasks included systematic analysis of research on the topic of CRM automation and use, classification of approaches to business process automation using CRM, identification of key advantages and disadvantages of CRM implementation, and analysis of examples of CRM use for solving specific business problems.
The research methodology was based on the analysis of data from research companies and the study of practical cases of CRM-systems implementation, which allowed a comprehensive view of the problem, combining in-depth analysis with current data on the market and its trends.
The study showed that CRM systems play a key role in creating competitive advantage. It was confirmed that the use of CRM simplifies and accelerates the work with the customer base and significantly improves the quality of service, adapting the company to rapidly changing market conditions. Special attention was paid to the benefits of automation - improved customer interaction, efficient data management and increased marketing effectiveness.
Based on the study it can be said that CRM system integration is an important element of successful companies' strategy. Automation of business processes using CRM helps to improve operational efficiency, creates conditions for stable development and sustainable competitive advantage.
The purpose of the study was to analyze the significance of CRM in business process optimization. Tasks included systematic analysis of research on the topic of CRM automation and use, classification of approaches to business process automation using CRM, identification of key advantages and disadvantages of CRM implementation, and analysis of examples of CRM use for solving specific business problems.
The research methodology was based on the analysis of data from research companies and the study of practical cases of CRM-systems implementation, which allowed a comprehensive view of the problem, combining in-depth analysis with current data on the market and its trends.
The study showed that CRM systems play a key role in creating competitive advantage. It was confirmed that the use of CRM simplifies and accelerates the work with the customer base and significantly improves the quality of service, adapting the company to rapidly changing market conditions. Special attention was paid to the benefits of automation - improved customer interaction, efficient data management and increased marketing effectiveness.
Based on the study it can be said that CRM system integration is an important element of successful companies' strategy. Automation of business processes using CRM helps to improve operational efficiency, creates conditions for stable development and sustainable competitive advantage.