The development of the public transport process is important from the perspective of building smart cities, and in particular intelligent transport (smart mobility). Passenger demand for services influences long-term planning and short-term activities in the field of public transport control using modern technological solutions, including Industry 4.0. The article presents the concept of the public transport process during the COVID-19 pandemic in the Warsaw metropolis. Analyses regarding the implementation of the public transport process were presented, along with the perspective of moving towards smart mobility.

The main aim of the article is to deepen the considerations on smart cities, due to the need for scientific exploration in the context of new emerging environmental challenges (including technological development, limited mobility). Moving towards an intelligent one brings with it many challenges and, at the same time, benefits, as it is primarily intended to improve the functioning of residents, increase their access to infrastructure, ensure safety, and at the same time minimize the related costs. The literature review shows that there are various concepts of a smart city, and the examples illustrate that managing a smart city brings many benefits.

The aim of the paper is to systematize knowledge in the field of customer relationship management, with particular emphasis on its essence, scope and goals. Contemporary organizations operating in a turbulent environment should be flexible and able to operate effectively in order to maintain an appropriate competitive position on the market. One of the key factors of the success of a business unit, and even the determinants of its survival, is the ability to identify and meet new customer requirements and expectations. One of the key solutions that arouse the interest of representatives of management practice and science representatives is customer relationship management (CRM). The essence of this concept is to recognize the importance of applying the right approach to each client in order to maintain long-term contact with them. The article is based on literature studies.