Implementation of customer relationship management software

The project is co-funded by the European Union.

Support amount: €57,450

The project aims to introduce a comprehensive customer relationship management (CRM) system and align the company's customer management processes with it.

The project includes mapping and redesigning the company's future, or TO-BE, customer management processes to support effective CRM implementation and maximise business benefits. An external service provider will support process analysis and design, software implementation and adoption.

The aim is to establish a unified and effective customer management framework that structures customer data, improves the customer experience, enables personalised marketing, strengthens customer loyalty and increases repeat visits.

Planned project outcomes

• Introduce a working CRM system that supports day-to-day customer management activities.
• Map and implement future, or TO-BE, customer management processes that match the CRM system's capabilities.
• Bring customer information, including contact details, preferences and interaction history, into one system and keep it up to date and accessible.
• Create a systematic approach to collecting and analysing customer feedback.
• Enable data-driven, personalised offers and targeted marketing activities.
• Develop and implement a loyalty programme for returning customers.
• Implement the CRM system with an external expert to ensure a high-quality rollout and prepare employees to use it.
• Improve the customer experience and customer satisfaction, and increase repeat visits.
• Integrate the software being purchased with the company's existing software.