Особенности разработки стратегии управления клиентскими отношениями

Purpose: in the current economic situation one of the main conditions of competitiveness of the company is its customer focus. In this regard, the most promising strategy for strengthening the stability of the organization is the management of customer relationships.The presented article explores the process of developing a customer relationship management strategy. This is a crucial, fundamental stage, from the very outcome of which the very possibility of achieving the organization's global goal depends to a large extent. Therefore, the development of a strategy requires deep reflection and qualitative elaboration. The aim of this work is to identify specific features of development of strategy of customer relationship management through the systematization of theoretical and methodological framework and a detailed consideration of the algorithm of this process. Methods: the methodology of the study is based on the application of universal scientific methods of analysis and synthesis, analogy and modeling. In the process of collecting and collating data used content analysis, comparative analysis, methods of induction and deduction, system approach. Functional, strategic and economic analysis, methods of formalization, forecasting and expert assessments are used to generalize information and solve assigned tasks. Results: in the process of the study, a common algorithm for creating a customer relationship management strategy was developed. In particular, its main stages have been identified; the processes of solving the most important problems have been singled out and studied in detail. In addition, the article substantiates the basic theoretical and methodological guidelines, as well as the practical aspects of development of this type of strategy. Conclusions and Relevance: the main feature of development of the strategy of customer relationship management is the focus on the value characteristics of the analyzed elements. This is due to the nature of its foundations, that is, a special kind of human relationships in the process of economic interaction. Key specific task in the process of developing the strategy is to differentiate customers. This forms the value of the customer base of the organization, which is the basis of the theses and decisions, which are formulated in the future. The presented algorithm of the work is based on the application of modern and classical management tools at each stage of the work. This is aimed at improving the effectiveness of strategy development. Applied value of the article lies in the possibility of using its recommendations for domestic entrepreneur structures, in the framework of the practical work on the development of the strategy of customer relationship management.