0 Discuss the current state of CRM practice in emerging
markets using the example of Russia. Increasing the number of customers represents a tremendous branding
and sales opportunity .
In Russia, there used to be an emphasis on collectivistic approaches to business and a reliance on capital and functional aspects over human assets. New services are offered for customers, and there is more linkage. Finance and telecommunication industries are the largest sectors currently employing CRM strategies.
Question 3.0 (cont.)
CRM Association was founded in July 2004. They conduct CRM forums, conferences, and discussions; to assist organizations with training; to distribute publications in order to increase awareness about CRM business practices; and to conduct research. Goal of the CRM Association is to build CRM awareness and share the best technologies and practices. According to specialists, Russia currently represents large investment
opportunities for foreign CRM technology and consulting companies.