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This book deals with the implementation of a CRM-tool at the example of Hansaflex Hydraulik GmbH and the impact that could arise on cost efficiency as well as profit efficiency. A further aim is to show hurdles and pitfalls when implementing such a tool, the huge costs that do not necessarily lead to an advantage and the problems in combining a CRM-tool with existing ways of selling and sales representatives. At the beginning there is a clear need to give a definition of the broad range of a CRM-tool including different types, software and approaches in general. Interviews with sales staff and management shall carry out the current situation and dominant methodology of collecting, saving and processing data of (potential) customers. In the end a summary, outcome and recommendation from an external point of view is given for Hansaflex Hydraulik GmbH considering advantages, disadvantages, problems and hurdles when implementing a CRM-tool as a basis for further arbitration.

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Benedikt Johannes Fröschl, Bachelorstudium International Marketing and Sales Management as well as Masters degree International Business and Export Management has been working in the field of sales for more than 10 years. Due to that fact it was a crucial thing to set up a kind of advice and guideline when it comes to CRM and implementation.

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