Wdrożenie koncepcji CRM w procesie windykacji należności – analiza przypadku
The implementation of CRM in a debt collection process – a case study

Summary/Abstract: The article is divided into three parts. In the first part, the authors present the concept of Customer Relationship Management (CRM), which is characterized by three systems: analytical, operational and collaborative. Then, based on literature review the consequences of the implementation of CRM strategy are presented at the strategic and operational level. The second part is an introduction to a debt collection process. The authors imply different stages of recovery from a pre-court to a court and execution. The last part includes the procedure and the consequences of the introduction of CRM in the process of debt collection. The authors, using the case study indicate positive effects of CRM implementation such as the decrease of overdue receivables as well as the maintenance of positive business relationships which can be measured by high level of receivables.

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