CRM in Russia - PROBLEMS Narrow understanding of the CRM-system as a software product in the corporate market. Awaiting of automatical clients interaction solution by applying the CRM-system. The CRM-solutions market loses to ERP II-systems, which already have the CRM-front-office-unit in their structure. Low development of small and average business in Russia (the activest consumer of local CRM-solutions).

CRM in Russia – SOLUTIONS Correspondence to the Russian market (russian business opinion). adapted foreign solutions Russian software products no correspondence

CRM in Russia – PLUSS Advantages of applying (russian business opinion). administrative costs decrease client dialogue personalisation services spectrum extension transaction time cost reduction

CRM in Russia – RISKS Risk factors at CRM usage (russian business opinion). adapted foreign solutions Russian software products no correspondence uncertain innovation requirement incompleteness of the e-business legislation security problem staff unreadiness availability of the closed commercial information

CRM in Russia – ROI The ROI-awaiting period after the CRM applying (russian business opinion). after 6 months after a year after 2-3 years after 5 years

CRM in Russia – SUCCESS FACTORS Success factors of CRM- applying (russian business opinion). set-up and audit of the CRM-system complex development within the framework of the company integration with an existing software marketing services reorientation

CRM in Russia – DEMAND Last year CRM-demand dynamics (russian business opinion). demand increase no changes no demand