Zarządzanie Relacjami Z Klientami (Crm) Z Wykorzystaniem Metody Analizy Przyczyn I Skutków Wad (Fmea) Na Przykładzie Firmy Agrohandel S.J

The study contains analysis of the company’s problems in relationships with clients and proposed improvements in this area. It was determined how the system of customer relationship management (CRM) is implemented to the company, how it works and what results it brings. Failure Mode and Effects Analysis (FMEA) was used taking into account the identification from the point of view of customers, employees and IT system supporting management. Research included a group of 100 clients, entrepreneurs and farmers who completed a survey questionnaire. For the diagnosis of the most important problems in relationships with customers used a brainstorming session. The CRM system is a tool to get customers, increase profits and provide the highest level of service. Implementation of this system to the company shortened the time of customer service, improving its quality. Measures that increased the competitiveness of the enterprise covered : classification of key customers (due to the type of: farm, production and its size) and delegating employees’ responsibility for their service; improvement in the flow of information within the company; organizing trainings in the growth of employees and executives’ competencies; improving relationships with suppliers and accelerating the manufacturing process; deployment of a module in the system Asseco Wapro Prestige (archiving of a trade register); standardization of commercial offers, creating electronic orders, better matching of products and services to customers’ expectations.