76 страниц. 2013 год. LAP Lambert Academic Publishing The idea and concept for the preparation of my book in the field of CRM is originated and evolved from my interest in this topic, and also stimulated primarily for the market to introduce the CRM in Bosnia and Herzegovina as a whole. The main purpose of presenting this research is defined as a scientific and professional contribution of the author in order to improve the development of CRM with emphasis on local business, in order to improve management, which is sublimated in the title of the work itself. For the development of this book I needed positive energy and creativity , which I got from my very dear person , and this is my family , without whom I would not have managed the whole time that they were with me .