The last 10 years the concept of CRM has begun to sound more and more in the business world, but even the expanded definition ‘Customer Relationship Management’ gives few specifics. Naturally, if you once heard a lot of pleasant about Microsoft Dynamics CRM system, you will ask yourself the question: ‘Well, why need I it? I have quite a well-established scheme of company functioning. In something it is good, in something not very good, but it is reliable and … familiar’, but ... Do not forget that outside the office is 21st century. When you visit some institution, be it a restaurant, hotel, bank, pharmacy or a simple vegetable shop, a desire to get a high-quality service appears as a matter of course.