Customer relationship management systems development problems in Lithuania

Abstract

Growing global economy, evolving information technology solutions, preventing organizations from lagging behind and still encouraging development, finding new business strategies that will help you earn more revenue. The time has come when strong competition forces organizations to pay close attention to their customer rather than to the product or service being sold. In order to systematize the new corporate strategy towards customers, organizations are implementing customer relationship management (CRM) systems. Although the use of the CRM system in the world is not surprising, unfortunately, in Lithuanian organizations it is a rather new and hardly tangible strategy, because it is difficult to describe the efficiency and payback of this system to the company. The article analyzes the main problems encountered when installing and using the CRM system. In order to compare the problems of the implementation and use of these systems described in the scientific literature and in real life, a study was carried out. Were interviewed three companies who using different customer relationship management systems. All three companies confirmed hypotheses on scientific. Obviously organizations are positive in to these systems, trying to used them and adapting them to their activities, but they encounter with problems that are influenced by external and internal factors.