Evaluation of the effectiveness of the implementation of bitrix24 for e-commerce

Abstract

The constant development of e-commerce around the world is accompanied by the use of various automation tools to improve the performance of companies. The article describes the basic principles of using CRM systems in e-commerce, as well as defines the categories of effects from the implementation of CRM and indicators for their evaluation. To date, the "fashion" for maintaining CRM systems has penetrated into all areas, and in those where it was not possible to introduce it in principle. When implementing CRM, companies often face resistance and misunderstanding on the part of employees, and due to the fact that they consider working in the system not effective. It should be understood that the effectiveness of the implementation of such a tool as a customer relationship system requires some preparation for automation on the part of the company, and the results obtained during and after the implementation may differ from the predicted ones. In our opinion, the use of CRM systems as e-commerce automation tools is necessary for the formation of an extensive customer base, which is an important long-term competitive advantage for enterprises. In the field of sales, it is very important to form a customer-oriented strategy that will increase customer loyalty, reduce the time of employees for processing certain data and analysis, and ultimately increase the organization's revenue.