Requirements of the contemporary business environment are becoming increasingly more demanding for companies. In addition to quality products that are acceptable in terms of the price, the market or customers expect a fast, efficient and quality servicing. Because the customers` requirements are changing, and are therefore becoming increasingly more complex, their effective management without the use of IT tools is (almost) imposible. CRM systems or tools are therefore in practice becoming a more and more frequent aid in the management of customer relationship management, which, however, are not only interesting for larger companies. In addition to the theoretical approach to the implementation of CRM tools, the thesis presents primarily the procedures for their implementation in a concrete smaller timber-processing company (the Rihter, d.o.o. company) on the basis of the use of the 8 Building Block method. Thesis proves that there is also an advantage in the use of these tools in a smaller timber-processing company, which justifies their use. To this end, an assessment of the adequacy of the use of CRM tools in a smaller timber-processing company was prepared, on the basis of which the Business Contact Manager for Outlook 2003 tool was selected for the concrete company. Its implementation confirmed the thesis that already with the use of the simplest CRM tool customer relationships are improved and the scope of administrative work is reduced.
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