International Scientific Journals
of Scientific Technical Union of Mechanical Engineering "Industry 4.0"

CRM Systems (Customer Relationship Management) – Customer Relationship Management Systems. The success of any company is determined by customers, their satisfaction with the company’s products, their satisfaction with access to them and their willingness to return to the company. That’s why every company has to give its customers the appropriate attention and time. However, this can be very difficult in practice.
In fact, customer relationship management often involves lengthy searches for appointment notes, important customer information, and relevant documents. Therefore, this is an inefficient, costly and, in many, unnecessary way of working.
There are software solutions that not only save companies a lot of time, but also help them improve and streamline their customer communications. These solutions are referred to as CRM (Customer Relationship Management) – customer relationship management systems or otherwise customer systems. These systems are no longer hot news anymore, but they have recently gained enormous interest from both users and suppliers. To put it simply, more and more businesses have already recognized that keeping a customer is cheaper than looking for new ones that are not yet disappointed. At the same time, more and more software vendors have noticed that their customers are increasingly taking care of marketing and looking for the right tools for it.
At present, companies are increasingly focused on building, developing and effectively managing their relationships with their customers. One of the reasons for the increased focus on quality customer satisfaction was the change in the competitive environment in the 1990s and the impact of information technology development. The advent of the Internet has been strengthened by the ubiquity of competition.
One of the most effective ways a business can differentiate itself from a competition is a perfect understanding of individual customers and their needs, a personal approach and an excellent level of service. However, if a company has hundreds, thousands or millions of customers, it is impossible under normal conditions to know each other’s wishes, needs and preferences. And that is why CRM systems have been developed that, when properly applied, enable a large number of individual customers to understand, tailor their offerings to their needs and wishes, and know and manage their value for society. In summary, simply automating business processes, such as logistics or human resource management, comes with the automation of customer contact.

The paper deals with implementation of artificial intelligence method for diagnostics of technological machines. The deep learning as a method of AI seems to be a very good candidate for solving complex problem of technical diagnostics. The method is now implemented for diagnostics for concrete production enterprise.

Diagnostic system is very important part of a system for fault prediction and it is very helpful tool to improve efficiency of industry production. If we want to attain an optimalisation of production, have shortest lead times, low costs of production we need accurate information from maximal number of criteria collected from production machines, to setup best process parameters focused on reaching acceptable life time of machine parts. For this reason, we need improve the power of diagnostic systems with implementation of new methods with new possibilities.

Business Intelligence is set of techniques and tools for acquisition and transformation of raw data into meaningful and useful informations. Multicriterial diagnostic is approach to obtain real status of machining proces just in time and produce a big group of raw data. We want to prepare application business intelligence tools in multicriterial diagnostic process to obtain results of diagnostic process and find "hiddenly" influence the result.