CRM Solutions and Effectiveness of Sales Processes in Export Organizations

The main purpose of this research study was to analyse the impact of CRM solutions on the efficiency of sales processes in the export organisations. The occasional sample of export organisations was obtained using the sampling frame of the SloExport database. Despite surveyed companies’ expressed opinion, that CRM supported sales processes are the most important for implementation of key criteria of efficiency, the results revealed that the use of CRM solutions in organisations is rather limited: in most cases companies have not supported all sales process phases, and they are often also using only selected functionalities of CRM solutions.