Enhancing Client Interaction through Automation: Implementation of a Customer Relationship Management System

Purpose. As businesses increasingly seek to foster strong relationships and improve customer satisfaction, understanding how a Customer Relationship Management (CRM) system can streamline communication, provide valuable insights and facilitate personalized interactions is essential. The purpose of this article is to examine the advantages, key stages and recommendations for a successful CRM system implementation. Design / Method / Approach. This research employs a qualitative approach, utilizing a comprehensive review of relevant literature, case studies, and industry reports to explore the implementation of Customer Relationship Management systems. It provides a holistic understanding of CRM platforms, their features and impact on customer communication strategies. Findings. The study identifies CRM systems as vital tools for automating customer interactions, addressing issues such as fragmented data, inconsistent communication and poor customer information, and thereby improving customer satisfaction and retention. Theoretical Implications. The research contributes to the theoretical framework by providing a detailed analysis of CRM implementation challenges and the role of technology in improving customer relationships, laying the groundwork for future studies of the long-term impact of CRM on business growth. Practical Implications. The study incorporates original models and diagrams, developed using tools such as Visio, Camunda Modeler, and Process Modeler, which provide practitioners with the ability to visualize and optimize workflows related to CRM implementation.  Originality / Value. This article provides original value by offering practical guidelines for addressing common challenges in CRM sys-tem implementation, thereby addressing a gap in the existing research regard-ing the direct impact of CRM systems on the automation of customer interactions. Research Limitations / Future Research. The study is limited by its reliance on secondary data. Future research can expand on this by conducting empirical studies to assess the long-term effects of CRM implementation in different industries and business processes.