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ARIS (Architecture of Integrated Information Systems) is an approach to enterprise modeling. It offers methods for analyzing processes and taking a holistic view of process design, management, work flow, and application processing.

Audit - independent evaluation of the organization or its segment on compliance to standards.

Business-process is a set of sequential actions leading to the solution of specific business objectives.

Consulting company is a group of specialists giving recommendations to other companies and individuals in a specific sphere of knowledge.

CRM (customer relationship management) is a the process of achieving and maintaining an ongoing relationship with customers across multiple customer touch points through differential and tailored treatment of individual customers based on their likely responses to alternative marketing programs, such that the contribution of each customer to the overall profitability of the firm is maximized.

CRM system is a technology-based business management tool for developing and leveraging customer knowledge to nurture, maintain, and strengthen profitable relationships with customers.

EPC (Event-driven Process Chain) is a type of flowchart used for business process modeling. EPC's can be used for configuring an enterprise resource planning (ERP) implementation, and for business process improvement.

Loyalty can be defined as building and sustaining a relationship with customers that leads to the customers’ repeated purchases of products or services over a given period of time.

Currently, customer relationships are the key target to any company. Successful cooperation with the client inevitably leads to further requests and recommendations of the company’s services, and, thereby, expands its customer base. Companies having immediate and long-term contact with the end customer deserve closer attention. The best example appears to be the companies providing consulting and audit services. However, despite the importance of customer relationship processes all customer information is often stored in Excel tables, and the negotiation information is kept in the mind of the employee. This situation leads to many problems: customer information can be lost, be entered incorrectly or duplicated. These issues are extremely important, as they can slow the flow of a business process, and, in exceptional cases, prevent it from completion. These problems can be divided into several groups according to the reasons of appearance and the losses from them:

• Lack of centralized control leads to time losses spent to find the employee responsible for the task and clarify the status of the current process

• Lack of information support of employees involved into the business process leads to time loses and expenses of human resources engaged in training of new employees and searching for information known only for one person.

• Lack of document patterns lead to time losses spent on the information search and completing the document.systems, automatizing customer relationship business-processes are used to solve such problems.aim of this work is to improve the business processes of customer relationship management through automation.achieve this goal it is necessary to complete the following tasks:

• Analyze known solutions to the problem of the absence of automation of customer related business processes

• Analyze the activity of a consulting company

• Identify and analyze the drawbacks customer related business processes

• Establish controls and monitoring the flow of business processes

• Create an instrument for storing and analyzing customer data

• Develop templates to support ongoing processes of customer relationships

chapter is related to the analytical overview of past years experience of CRM systems implementation. This experience is of great significance for consulting companies preparing for CRM system implementation. This overview covers negative and positive consequences of CRM system implementation as well as the most common obstacles to the successful implementation of the system. 1.1 Overview of customer-oriented approach

business customer management automation

Previously, the companies’ main goals were selling more products and obtaining leading market position. Nowadays most of the companies are focusing their activity on the consumer. The customer has become the centre around which all the business processes of the company are concentrated. Bryan Foss et al (2008) describe this approach as “…detection of customers’ needs, appropriate reaction to them and their preservation because to attract new customers is more expensive”. Proper attention to customers’ needs leads to increased loyalty and, as a result, more profit to the company. Another benefit of customer retention is that a satisfied customer may tell their friends and colleges about the quality of goods or services. Hence, providing sufficient attention to existing customers can increase the number of customers and reduce the expenses on attracting the new ones. 1.2 Analysis of CRM system functionality Often, companies do not have enough ability to achieve competitive advantage in the fight for customers. Michael E. Porter (1980) to achieve competitive advantage suggests “taking an offensive approach by developing strategies designed to influence the balance of competitive forces. Innovations in marketing can raise brand identification or otherwise differentiate the company's product”. For example, novelty in marketing can distinguish the company in the face of consumers. Since the late 90's CRM system became such

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