Subject of this Web page is description of the CRM business concept. It is made for Croatian students and management of the Croatian companies to give them basic knowledge of this business concept. Therefor most of the material on this web page is on Croatian language. However this page is based on my work at "Ericsson Mobile Data Design AB" in Gothenburg and on the project of the CRM implementation there. This is presentation and complete report of the project and its results, written on English: