A comparative analysis of CRM systems in the Commonwealth of Independent States and the European Union innovation markets

Khangerey Aidossov

Bachelor's thesis

Abstract:

The aim of the work was to compare selected CRMs in business management from the point of view of the user. A partial goal of the thesis was to evaluate the measure of using CRM in the management of firms in Russia, to highlight the main problems and barriers in this area. The most popular Russian CRM systems – Bitrix24, MegaPlan, AmoCRM and Roistat – were compared in terms of their functions, prices, convenience of the user interface, advantages and disadvantages. It was found that Bitrix24 provides the largest range of functions and is especially suitable for use as a company-wide system, connecting a number of business processes and activities. AmoCRM and Roistat have a narrower focus, but they manage their functions perfectly. The advantage of Russian CRMs is the offer of free and trial versions, a large number of paid tariffs and individual solutions. Tariffs are often tied to the number of site visits or the size of the repository, which is another limitation in the use of systems. The shortcomings of systems are often related to their advantages – for example, the multifunctionality of Bitrix24 can be a problem for understanding the operation of the system and its necessity by all employees of the company. Barriers to the use of Russian CRM systems, regardless of their quality, are language restrictions and ties to other Russian systems in integration. Also, the work will describe possible ways to improve the selected CRMs – so that they become more convenient and accessible for users in the management of firms. Using the example of a selected SkillSett School, the use of the Bitrix24 system was investigated, shortcomings were identified, and recommendations for improvements were made regarding the functions of working with customer contracts and processing customer profiles. The results of the work and suggestions are useful for potential applicants in the use of Russian systems abroad.

Keywords

information technology, CRM system, business, management, Russia, Bitrix24

Language used: English

Date on which the thesis was submitted / produced: 15. 3. 2021

Thesis defence

• Supervisor: John Phillip Sabou, MSc

Czech University of Life Sciences Prague

Faculty of Economics and Management

Bachelor programme / field:
Economics and Management / Economics and Management