CRM-SYSTEMS AS A MEANS OF AUTOMATING BUSINESS PROCESSES IN THE TRADING BUSINESS
Abstract
The article is devoted to the problems of using CRM-systems for efficient trading business and automation of business processes. The article describes the sequence of business processes for the Rozetka marketplace that can be automated by CRM systems. CRM stands for Customer Relationship Management and refers to all the methods, tools, and technologies used by a retail business to develop, retain, and attract customers. The main functions performed by such a CRM-system are analyzed, the main modules of the system, advantages and disadvantages of using such systems are considered. An analysis of the rating of CRM-systems for automating business processes in the trading business was conducted. The study found that among CRM-systems, the leader of the survey in 2023 was the SalesDrive software. According to experts, SalesDrive is a high-quality, easy-to-use and customizable Ukrainian development that has integration modules with other services and online resources and is focused on the needs of online stores and other trading companies. The SalesDrive CRM-system was implemented in the educational process of Bohdan Khmelnitsky National University of Cherkasy, and a laboratory work was set up as part of the students' study of information technology disciplines. A study of the main stages of CRM-system implementation was conducted: analysis of the company's needs and goals, selection of a CRM system, implementation of the selected CRM-system in the company, and training of employees to work with the CRM-system. Before finally choosing a particular CRM, you should also order a presentation of the system with a demonstration of the CRM-system's functionality or try to install a free trial version of the system. CRM-systems plays a key role in the modern business world, and primarily in the retail sector, helping businesses automate business processes, improve customer relations, increase sales, and increase efficiency. The benefits of using CRM systems are very significant and can significantly increase the competitiveness of any trading company.
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