Abstract:

The goal of this article is to present how to carry out processes of deployment CRM systems in internal client way. Most of IT projects focus on external client to deliver expected value. Aspects of managing and monitoring processes with internal client as important as processes with external customer and should be measure. Authors suggest a simple way to monitoring processes tied with CRM deployment and define important areas of measurement during such activities. Information systems support the most important processes occurring in enterprises. They are divided into classes: from basic accounting and transaction systems, through systems supporting material management, manufacturing processes, logistics, to integrated, complex information systems that support all the processes occurring in the enterprise [1]. One of those systems is CRM – Customer Relationship Management. The system reflects the CRM marketing concept, which puts the external and internal customer at the center of the company's marketing activities. The starting point in every process is the customer and customer information. It is gathered in databases. Information on an external client usually regards their shopping preferences, the frequency of placing orders, the time of delivery. Based on that information the system processes data in order to obtain information that allows to make a decision – be it marketing, business or strategic [2]. Nevertheless, CRM systems are mostly useful for all internal clients of the organization, who work on the collected data with the help of the system’s interface. Data in the CRM system should be uniform and standardized, which means that good management practices of the CRM IT system should be used [3]. One of them is monitoring. Monitoring is one of the basic functions of management [2]. CRM management has developed specific methods for monitoring system performance in enterprises .